SaaS Support Specialist – L1

KDCI Outsourcing is seeking a SaaS Support Specialist – L1 to provide first-level support for SaaS customers. The role focuses on resolving common concerns, gathering complete troubleshooting information, accurately documenting technical issues, and escalating concerns when needed. The ideal candidate has experience with SaaS products, ticketing platforms, GitHub, and basic web/API concepts, along with strong customer communication and troubleshooting skills.

Key Responsibilities

• Respond to customer inquiries promptly and professionally.
• Answer common product questions using approved documentation and knowledge base articles.
• Gather complete troubleshooting information before escalating technical issues.
• Perform basic troubleshooting using documented procedures and support playbooks.
• Accurately classify tickets by severity, category, and ownership.
• Escalate issues that fall outside documented procedures or trained support scope.
• Keep customers updated throughout the support process.
• Maintain complete and accurate ticket documentation to ensure smooth handoffs.
• Identify documentation gaps and suggest updates to internal support resources.
• Participate in rotating global support schedules as required.

• 1–2 years of professional technical customer support experience, with hands-on experience supporting SaaS or web-based products.
• Hands-on experience with Zendesk, Intercom, Freshdesk, Jira Service Management, Salesforce Service Cloud, or a similar ticketing platform.
• Basic understanding of HTTP, web applications, and APIs.
• Familiarity with GitHub, including repositories, pull requests, branches, commits, and issues.
• Familiarity with Git concepts and software development workflows is required.
• Familiarity with AI tools is required.
• Strong basic troubleshooting skills, including the ability to gather relevant information such as browser errors, screenshots, logs, URLs, environment details, and reproduction steps.
• Ability to accurately document technical issues, perform basic troubleshooting, and determine when an issue requires escalation.
• Excellent written and verbal English communication skills, as the role involves both phone and email support.
• Must be comfortable and confident handling phone inquiries and providing technical assistance to customers.
• Strong customer service skills with the ability to explain technical information clearly to non-technical customers.
• Ability to follow technical procedures accurately while applying sound judgment.
• Strong attention to detail, particularly when gathering and documenting technical information.
• Ability to manage multiple tickets and competing priorities.
• Comfortable asking probing questions to fully understand customer concerns.
• Quick learner who can understand new products, workflows, and technical concepts with minimal repeated instruction.
• Comfortable supporting customers across varying schedules, including weekends, holidays, and non-standard business hours.