Enterprise Support Specialist

New

Skills

AI Concepts Consultative Communication Cross-Functional Coordination Customer Case Management Data Analysis SaaS Support SAML/SSO Configuration SCIM Configuration Technical Troubleshooting Workspace Configuration

The Enterprise Support Specialist will develop product expertise to effectively diagnose customer inquiries and manage cases from start to resolution. This role involves guiding large organizations through workspace configurations in collaboration with the sales team while being the voice of the customer.

Key Responsibilities
  • Develop product expertise to diagnose inquiries.
  • Manage customer cases via email from start to resolution.
  • Guide large organizations through workspace configurations with Sales.
  • Document gaps and advocate for fixes with data-backed cases.
  • Lead high-risk escalations and coordinate with partners.
  • Identify trends and advocate for improvements.
Required Skills & Qualifications
  • 3+ years in a support role for a technical SaaS product (enterprise focus).
  • Experience administering large end-user communities or guiding complex implementations.
  • Experience evaluating the business impact of tech issues to drive cross-functional alignment.
  • Consultative communication skills; ability to translate technical concepts for diverse audiences.
  • Proficiency in troubleshooting SAML/SSO and SCIM configurations for large organizations.
  • Familiarity with AI concepts (prompting, generative AI, ML basics).

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Job Type: Remote

Salary: Not Disclosed

Experience: Entry

Duration: Months

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