Job Summary

Global MNC Tech is seeking a highly motivated and customer-centric Technical Customer Support – Remote SaaS Specialist to join our global support team. In this role, you will be the primary point of contact for customers using our cloud-based SaaS solutions, providing timely, accurate, and professional technical assistance. You will play a critical role in ensuring customer satisfaction by troubleshooting issues, guiding users through product features, and collaborating with internal teams to resolve complex technical challenges.

This is a fully remote position, ideal for professionals who enjoy problem-solving, working with cutting-edge technology, and delivering exceptional customer experiences in a fast-paced digital environment.

Key Responsibilities

• Serve as the first line of technical support for customers via email, chat, and video/voice calls.

• Troubleshoot and resolve technical issues related to SaaS applications, user accounts, integrations, and system performance.

• Provide step-by-step guidance to customers on product setup, configuration, and usage.

• Document customer issues, solutions, and feedback in the ticketing system (e.g., Zendesk, Freshdesk, Jira Service Desk).

• Escalate complex issues to engineering or product teams with clear documentation.

• Maintain high customer satisfaction scores and meet defined service-level agreements (SLAs).

• Contribute to the creation and updating of knowledge base articles and FAQs.

• Identify recurring issues and recommend process or product improvements.

• Participate in product training sessions and stay updated with new releases and features.

Required Skills and Qualifications

• Bachelors degree in Information Technology, Computer Science, Business, or a related field (or equivalent experience).

• Strong understanding of SaaS platforms, cloud technologies, and web-based applications.

• Excellent verbal and written communication skills in English.

• Ability to explain technical concepts to non-technical users clearly and patiently.

• Familiarity with CRM and support tools such as Salesforce, Zendesk, Intercom, or similar.

• Strong problem-solving and analytical skills.

• Customer-focused mindset with a passion for service excellence.

Experience

• 1–4 years of experience in technical customer support, IT helpdesk, or SaaS support roles.

• Experience supporting B2B or enterprise customers is a plus.

• Prior experience working in a remote or distributed team environment is highly desirable.

Working Hours

• Full-time, remote position.

• Flexible working hours with overlap required for global customer support coverage.

• May include rotational shifts, weekends, or on-call support depending on business needs.

Knowledge, Skills, and Abilities

• Solid knowledge of operating systems (Windows, macOS, Linux).

• Basic understanding of APIs, databases, and system integrations.

• Ability to multitask and manage multiple support tickets simultaneously.

• Strong organizational and time-management skills.

• Ability to work independently while collaborating effectively with cross-functional teams.

• High attention to detail and commitment to accuracy.

• Adaptability to learn new tools, technologies, and processes quickly.

Benefits

• Competitive salary and performance-based incentives.

• 100% remote work opportunity.

• Health insurance and wellness programs.

• Paid time off, holidays, and sick leave.

• Continuous learning and professional development programs.

• Career growth opportunities within a global organization.

• Access to the latest SaaS tools and technologies.

Why Join Global MNC Tech?

At Global MNC Tech, we believe in empowering our employees with the tools, flexibility, and support they need to succeed. You will be part of a diverse, innovative, and collaborative global team that values knowledge sharing and professional growth. We foster a culture of learning, inclusion, and innovation, where your contributions directly impact customer success and business growth.

This is an excellent opportunity to build a long-term career in the fast-growing SaaS industry while enjoying the benefits of remote work and global exposure.

How to Apply

Interested candidates are invited to submit their updated resume and a brief cover letter highlighting their relevant experience and technical skills.

Applications can be submitted through our official careers portal or by emailing the recruitment team. Shortlisted candidates will be contacted for virtual interviews.