Related skills
crm customer support salesforce saas microsoft office📋 Description
- Provide product and technical support to Follett's customers via phone or email.
- Serve as primary liaison between company and customer.
- Resolve escalated tickets on configuration, setup, and usage.
- Document resolution processes; update knowledge base.
- Collaborate with Training Services, Tier 3, and Development on bugs and training.
- Travel to customer sites for Go Live and other critical times as needed.
🎯 Requirements
- Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent work experience.
- 3-5 years of experience in a technical support role, preferably SaaS or software.
- Experience in customer service or client-facing roles.
- Strong diagnostic and troubleshooting skills.
- Excellent written and verbal communication skills.
- Proficient in CRM software (Salesforce), Microsoft Office, and common tech tools.
🎁 Benefits
- Fully remote work from anywhere in the continental U.S.
- Subsidized healthcare plans with HSA option and employer matching.
- Company-paid disability and life insurance with optional upgrade.
- Robust PTO, Flex PTO, parental leave, holidays, and volunteer time.
- Retirement savings with employer match.
- Flexible Spending Accounts for healthcare and dependent care.
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