Customer Support Agent – SaaS Technical Support

About the role

ServicePower is seeking motivated individuals to join its Servicer Support team. As a Customer Support Agent you will provide technical assistance to North‑American clients via ticketing systems, email, chat, and phone, ensuring a smooth and positive customer experience.

Key responsibilities

• Respond to client issues, offering troubleshooting, training, or guidance as needed.
• Follow established ticket‑management procedures, prioritising, resolving, and documenting cases.
• Collaborate with internal teams, delivering detailed troubleshooting information and escalating when required.
• Take ownership of the customer journey, building rapport and setting realistic expectations about issue severity and resolution timelines.
• Maintain clear, concise communication both with clients and internal stakeholders.
• Strive to exceed Support Center metric goals and meet contracted service‑level agreements.

Required profile

• Experience in customer service, client‑facing, or account‑management roles.
• Strong communication skills with the ability to interact at all organisational levels.
• Highly organised, detail‑oriented, and capable of handling multiple high‑priority tasks simultaneously.
• Comfortable working in a SaaS environment (preferred but not mandatory).

Required skills

• Familiarity with Jira or similar issue‑tracking systems.

What we offer

• Opportunity to work with a leading field‑service management software company.
• Collaborative, fast‑paced environment focused on customer excellence.
• Professional growth within a global organisation.