Technical Support Specialist
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Key skills for this role
About the Role
Pavago is hiring a Tech Support Specialist for a remote role providing technical troubleshooting and support across SaaS platforms, internal systems, and customer-facing applications.
Key Skills for This Role
Responsibilities
- Respond to technical support requests through platforms such as Zendesk, Freshdesk, Jira Service Desk, or ServiceNow
- Troubleshoot login issues, password resets, connectivity problems, SaaS platform errors, and browser/system related issues
- Resolve Level 1 & Level 2 support requests
- Prioritize incoming tickets based on urgency, SLA requirements, and business impact
- Create and maintain FAQs, troubleshooting guides, and internal support documentation
Requirements
- 1 2+ years of experience in Technical Support, IT Helpdesk, SaaS Support, or Customer Facing Troubleshooting
- Experience with Zendesk, Jira, ServiceNow, or Freshdesk
- Familiarity with SaaS platforms, networking basics, and operating systems
- Strong written and verbal English communication
Full Job Posting
About the Role
- At Pavago, one of our clients is hiring a Tech Support Specialist to provide technical troubleshooting and support across SaaS platforms, internal systems, hardware, and customer facing applications
- This is a hands on support role focused on technical troubleshooting, ticket resolution, SaaS support operations, user onboarding & access management, knowledge base documentation, and customer support and issue escalation
What You’ll Own
- Respond to technical support requests through platforms such as Zendesk, Freshdesk, Jira Service Desk, or ServiceNow
- Troubleshoot login issues, password resets, connectivity problems, SaaS platform errors, browser and system related issues
- Resolve Level 1 & Level 2 support requests
- Guide customers through troubleshooting steps using simple, non technical language
- Prioritize incoming tickets based on urgency, SLA requirements, and business impact
- Escalate complex issues to Tier 2/3 Support, DevOps, or Engineering teams
- Document troubleshooting steps, findings, reproduction details, and escalation notes
- Support user provisioning, account setup, password resets, and permissions management
- Create and maintain FAQs, troubleshooting guides, and internal support documentation
- Use monitoring tools such as Datadog, Splunk, and New Relic
- Work closely with QA, Product, Engineering, and DevOps teams
Requirements (Must Have)
- 1–2+ years of experience in Technical Support, IT Helpdesk, SaaS Support, or Customer Facing Troubleshooting
- Experience with Zendesk, Jira, ServiceNow, or Freshdesk
- Familiarity with SaaS platforms, networking basics, and operating systems
- Comfortable managing multiple systems and support queues simultaneously
- Strong written and verbal English communication
- Ability to explain technical issues clearly to non technical users
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