SaaS Support Specialist – L1

Job Summary

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

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