Customer Success Specialist - Tech Support

Leading Reach•Arlington, TX

2d•Remote

About The Position

The Customer Success Specialist – Tech Support plays a key role in supporting customers as they use and adopt our SaaS platform. This role is focused on hands-on technical support, onboarding assistance, and troubleshooting, helping customers navigate challenges and get the most out of the product. You’ll serve as a frontline support resource, working closely with customers as well as internal teams like Product, Engineering, and Network Management to resolve issues, share feedback, and continuously improve the customer experience. This is a great opportunity for someone who enjoys problem-solving, working directly with customers, and supporting technology in a fast-paced SaaS environment.

Requirements

2+ years of experience in customer success, technical support, or a related role
Experience supporting SaaS or cloud-based software products
Comfort working in CRM and support ticketing systems (Zoho CRM experience is a plus)
Strong communication skills and the ability to explain technical concepts clearly
Organized, detail-oriented, and able to manage multiple requests at once
A collaborative mindset and willingness to learn and grow

Nice To Haves

Zoho CRM experience is a plus

Responsibilities

Provide timely, high-quality technical support via tickets, chat, and calls
Troubleshoot product issues and guide customers through resolutions
Support new customer onboarding and basic product training
Use Zoho CRM (and related tools) to document cases, activities, and follow-ups
Escalate complex issues and collaborate with Product and Engineering teams
Act as the voice of the customer by sharing trends and feedback internally
Help ensure support requests meet service-level expectations (SLAs)
Comfortably work with AI-assisted platforms and tools, applying good judgment to identify when human review or escalation is appropriate
Contribute to internal documentation and customer-facing help resources