Customer Support Specialist (SaaS)

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: TYPE OF WORK

Full Time

: SALARY

approximately $3 to $6 per hour

: HOURS PER WEEK

8

: DATE UPDATED

Apr 8, 2026

JOB OVERVIEW

Job Description - Customer Support (CS) Specialist

Role Summary: You will operate as frontline Tier 1 Support at Tessaract, handling incoming customer requests via Zendesk and Live Chat within defined service levels.

This role is accountable for:
- timely first responses,
- accurate triage and classification (P3/P4 ownership),
- applying approved knowledge base (KB) solutions, and
- preparing structured, escalation-ready handovers to Tier 2 when required.

You are not currently expected to perform deep technical investigation or system changes. Your responsibility is to ensure issues are clarified, documented properly, and either resolved within scope or escalated cleanly without bounce-backs.

This role is remote and Zendesk-based, with clear escalation boundaries and performance standards.

Key Responsibilities:

1. Frontline Support and Triage
- Respond to incoming tickets and Live Chat requests within the defined SLA.
- Clarify the issue by confirming:
- the client’s request,
- expected versus actual behaviour,
- scope of impact (who / what / when).
- Classify tickets accurately (P0 - P4) using defined priority guidelines.
- Own P3 and P4 tickets within permitted scope.

2. Resolution Within Tier 1 Scope
- Apply documented knowledge base (KB) solutions and approved playbooks.
- Provide known workarounds where available.
- Perform light configuration guidance within approved boundaries.
- Collect required diagnostics:
- screenshots,
- timestamps,
- exact error messages,
- reproduction steps from the user perspective.
- You are not authorised to perform:
- system configuration changes,
- data cleanup or corrective fixes,
- migrations,
- custom or bespoke work.
- Any such requests must be escalated.

3. Escalation Discipline
- Prepare structured, complete escalation packets for Tier 2, including:
- reproduction summary,
- expected vs actual behaviour,
- impact and priority,
- relevant evidence and logs (if accessible).
- Ensure no ticket is escalated without the required information.
- Prevent “incomplete escalation” bounce-backs.
- Follow up on escalations to ensure customer communication remains consistent.

4. Customer Communication and Professionalism
- Maintain clear, concise, and professional communication aligned with PDPA and internal standards.
- Set appropriate expectations for response and resolution timelines.
- Ensure customers do not feel “bounced” between teams.
- Escalate dissatisfaction signals early to Team Lead / CS Manager / CS Director.

5. Documentation and Process Discipline
- Maintain clean, accurate ticket documentation.
- Use required Zendesk fields, macros, and tags consistently.
- Contribute to KB improvements when recurring issues are identified.
- Follow SOPs for i ---------- , outages, and billing queries.

6. Requirements
- 1–3 years’ experience in Customer Support, Technical Support, or similar SaaS support role.
- Experience handling ticketing systems (Zendesk or equivalent).
- Strong written communication skills.
- Ability to follow structured playbooks and work independently in a remote environment.
- Comfortable working with defined escalation boundaries.

7. Preferred
- Experience supporting B2B SaaS clients.
- Exposure to workflow-heavy software (legal tech, accounting, ERP).
- Experience working alongside Technical Support and Product teams.
- Familiarity with escalation templates and structured issue management.

8. Working Model
- Remote role.
- 09:00–18:00 SGT coverage (or rostered shifts where applicable).
- Zendesk-first workflow.
- Reports to CS Team Lead.

9. Working Style Expectations
- Clear ownership of assigned tickets.
- Structured, disciplined communication.
- Does not exceed scope boundaries.
- Escalates early when unsure.
- Comfortable saying: “This requires Tier 2 review.”

Why This Role Matters
- Tier 1 Support is the first experience customers have when something goes wrong.
- Strong performance in this role:
- protects retention,
- reduces operational drag,
- prevents unnecessary escalations,
- and improves overall cost-to-serve.

SKILL REQUIREMENT

HubSpot CRM Zendesk Jira

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Customer Support Specialist (SaaS)

Please login or register as jobseeker to apply for this job.

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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