Job Summary

Progressive Technology is seeking a dedicated and skilled Technical Support Specialist to join our remote team. In this role, you will be the primary point of contact for customers using our SaaS (Software as a Service) tools, providing exceptional technical support and ensuring customer satisfaction. You will troubleshoot issues, guide users through technical challenges, and collaborate with cross-functional teams to enhance product performance. This is an excellent opportunity to work in a fast-growing tech environment, helping clients optimize their use of cutting-edge SaaS solutions.

Key Responsibilities

• Provide timely and effective technical support to customers via chat, email, and phone regarding SaaS tools.

• Diagnose and resolve software issues, bugs, and configuration problems reported by users.

• Guide customers through installation, setup, and usage processes to maximize product utility.

• Escalate complex technical issues to product development or engineering teams while maintaining communication with the customer.

• Document all customer interactions, technical issues, and solutions accurately in the support ticketing system.

• Collaborate with product teams to provide customer feedback for continuous product improvement.

• Maintain up-to-date knowledge of product features, updates, and industry best practices.

• Assist in creating and updating user manuals, FAQs, and support documentation.

• Participate in training sessions and contribute to improving support processes and workflows.

Required Skills and Qualifications

• Bachelors degree in Information Technology, Computer Science, or related field preferred.

• Proven experience (2+ years) in technical support roles, preferably supporting SaaS or cloud-based software.

• Strong understanding of SaaS architecture, cloud technologies, and web-based applications.

• Proficient in troubleshooting technical issues related to software applications, integrations, and APIs.

• Excellent communication skills—both written and verbal—with the ability to explain technical concepts clearly to non-technical users.

• Familiarity with support ticketing systems (e.g., Zendesk, Freshdesk) and CRM software.

• Ability to work independently in a remote environment while managing time and priorities effectively.

• Strong problem-solving skills and attention to detail.

• Customer-centric mindset with a focus on delivering exceptional service.

Experience

• Minimum 2 years of experience in technical support or customer service for SaaS products or IT services.

• Experience with SaaS tools such as Salesforce, HubSpot, Microsoft 365, or similar is highly desirable.

• Prior remote work experience is a plus.

Working Hours

• Full-time position (40 hours per week).

• Flexible working hours within standard business operating times to accommodate global customers.

• Availability to occasionally work outside standard hours based on customer needs and support schedules.

Knowledge, Skills, and Abilities

• Deep technical knowledge of SaaS platforms and cloud infrastructure.

• Strong analytical and diagnostic skills.

• Ability to remain calm and professional under pressure.

• Excellent interpersonal skills to build rapport with customers and internal teams.

• Adaptability to evolving technologies and work processes.

• Competence with common office tools (Microsoft Office, Google Workspace).

Benefits

• Competitive salary with performance-based incentives.

• Fully remote work opportunity with flexible scheduling.

• Health insurance and wellness benefits.

• Professional development and continuous training programs.

• Collaborative and supportive work environment.

• Access to cutting-edge SaaS tools and technologies.

• Paid time off and holiday leave.

Why Join Progressive Technology?

At Progressive Technology, we are committed to innovation, customer success, and employee growth. Joining our team means working alongside passionate professionals in a dynamic, fast-paced industry that values creativity and problem-solving. We offer the flexibility of remote work combined with comprehensive benefits and opportunities to grow your technical skills and career. If you want to be part of a company that empowers its employees and customers alike, Progressive Technology is the place for you.

How to Apply

Interested candidates are invited to submit their updated resume and a cover letter outlining their relevant experience and motivation for applying us with the subject line: Technical Support Specialist Application.

Applications will be reviewed on a rolling basis, and shortlisted candidates will be contacted for an interview.