Key Facts

Remote From:

Full time

Mid-level (2-5 years)

English

Hard Skills

Help Desk Support Technical Solution Design Customer Success Management Escalation Procedures Customer Success Management Microsoft Dynamics CRM Customer Experience Improvement Online Communication

Other Skills

•
Non-Verbal Communication
•
Intellectual Curiosity
•
Problem Solving

SuperStaff

About SuperStaff

SuperStaff is a comprehensive outsourcing solutions provider dedicated to delocalizing your workforce, reimagining your systems and model, and putting cost savings to work to grow your enterprise. Founded in 2009, we launched our suite of services with technical specialist offerings like programming, design, and information technology. We’ve since expanded to add customer-facing services like customer support, and more recently, recruitment support. Led by a team of experts in outsourcing, we understand both the day-to-day challenges of business and how to address them as part of the big picture to support growing companies. Because successful outsourcing is about more than just reducing your overhead. It’s about breaking free of boundaries and adding real value through exceptional people and service. WHAT MAKES US DIFFERENT SuperStaff was established specifically to service our parent company in 2009. We grew as an extension of a family owned business and now service an enterprise that is the largest of its kind in the private sector. The company itself dates back to the 1930’s, but our utilization of technology leads the industry and reflects our focus on innovation which is our staying power. Because of our humble roots, we can connect with smaller businesses that want to grow and dominate their industries, because your story is our story too.

Company type: SME

Founded: 2018

Company size: 201 - 500

Website LinkedIn See all jobs →

Job description

We are hiring a Technical Support Analyst to join our Customer Experience team. This person will be the frontline technical expert supporting our client's CRM users. We’re looking for someone who enjoys problem-solving, is customer-oriented, and can communicate clearly when guiding users through technical issues. This role will report to the Head of CX and work closely with Customer Success and other support team members.

What you’ll do:

Assist customers directly: Provide first-level support by understanding their challenges, answering questions, and guiding them through resolution paths within the app.
Troubleshoot issues: Investigate and resolve escalated cases related to app behavior, workflows, and data accuracy.
Escalate complex cases: Partner with Engineering and Product by documenting issues, filing tickets, and escalating when needed.
Be the customer’s advocate: Identify recurring issues or usability concerns and share feedback internally.
Document solutions: Maintain and update knowledge base articles and internal playbooks to improve resolution speed.

You’ll be a great fit for this role if you have:

Customer orientation: You care about solving issues beyond just closing tickets—you want customers to succeed with the product.
Problem-solving mindset: Ability to analyze issues and identify resolution steps.
Strong communication skills: You can explain technical concepts in simple terms, both in writing and speaking.
Curiosity: You’re eager to learn new systems and improve processes.

Requirements

3-5 years in a customer support or technical support role (preferably SaaS but not required)
Ability to translate technical issues into clear, actionable solutions for customers
Familiarity with CRM or similar software environments (a plus but not required)

Benefits