Skip to content

This website works best using cookies which are currently disabled.Cookie policy  Allow cookies
JobServe
 

Job Application

 
 
 

Please answer the following questions in order to process your application.

 
 
Email Address *
 
I certify that I am a U.S. citizen, permanent resident, or a foreign national with authorization to work in the United States. *
 
 
 
File Attachments:
(2MB file maximum. doc, docx, pdf, rtf or txt files only)
 
Attach a Resume * 
 
Optional covering letter 
OR
Clear covering letter
 
 
 * denotes required field
 
 
 
Additional Information:
 
First Name
 
Last Name
 
Address
 
Country
 
Home Telephone
 
Mobile/Cell
 
Availability/Notice
 
Hourly Rate USD
 
Approximately how far are you willing to travel to work (in miles) ?
 
 
 

Key Privacy Information

When you apply for a job, JobServe will collect the information you provide in the application and disclose it to the advertiser of the job.

If the advertiser wishes to contact you they have agreed to use your information following data protection law.

JobServe will keep a copy of the application for 90 days.

More information about our Privacy Policy.

 
 

Job Details

 

Senior SaaS Product Support Analyst (Contract/Full Time)

Location: Wood Dale Illinois Country: United States of America
 

Resource 1 is seeking a Sr. SaaS Product Support Analyst for our client located in Wood Dale, IL. for a 6-month CFH. The individual will be responsible for enhancing the customer experience for a brand-new SaaS application, with a focus on product and technical support and user training. The ideal candidate should have experience developing and implementing Product Support/Customer Success strategies for SaaS applications.

Responsibilities:

  • Create, maintain, and publish end-user support material (Knowledge Base, FAQ, etc.)
  • Implement and manage customer support materials, ticketing systems, and work directly with the product to mature its experience and increase customer satisfaction.
  • Gather feedback from users and assess their suggestions/improvements to make requested changes to improve the product/experience.
  • Support and manage Tier 1 support requests and escalate to Tier 2 and 3 when appropriate.
  • Active understanding and engagement in the Agile development process. Regular contributor of VOC input during Agile rituals.
  • Bug tracking, feature request, and responsibility for frontline/escalated customer issue resolution within prescribed SLA limits (Azure DevOps, JIRA, Trello).
  • Understand client business objectives, overcome technical constraints, and develop actionable strategies to maximize value creation for both the customer and the company.
  • Work with Sales and Onboarding teams to ensure a successful transition from prospect to customer, and from customer to happy repeat customer
  • Identify and document trends in user feedback, support activity, and other data sources to help inform Product Strategy and Feature Planning
  • Achieve a balance of coordinating, managing, and hands on authoring of a portfolio of support tools and resources
  • Drawing input from the Product and Technical teams, outline and draft self-service support resources, tutorials, and other customer-facing communications
  • Develop and manage a scalable support strategy (including structure and staffing) as the customer base expands and business needs dictate.

Requirements:

  • Interest in the aviation and aerospace industries and interrelated business sectors (experience supporting Aviation software customers ideal)
  • 3-5 years of experience in Product Support, Technical Support, with 1+ year of team lead or junior manager experience preferred.
  • Ability to empathize with and flex communication styles to match a variety of customers and situations
  • A consensus builder and is capable of utilizing his/her strong interpersonal, verbal, presentation and writing skills to successfully interact with partners and colleagues.
  • Demonstrated ability to influence people and get results through others

Posted Date: 13 Mar 2020 Reference: JSSRSAAS_PSA Company: Resource 1 Contact: Nickolas Kusen