About this role
Customer Technical Support provides remote support for InEight’s SaaS product suite, handling inbound inquiries, troubleshooting workflows, and ensuring customer satisfaction with efficient issue resolution.
Key Responsibilities
- Gather information and troubleshoot
- Guide customers through complex workflows
- Maintain knowledge base and ticketing
- Communicate status and resolutions
- Participate in on-call rotation
Technical Overview
Support across Office tools, API integrations, bug/case tracking, and SaaS troubleshooting; uses ServiceNow and Azure DevOps for workflow tracking and issue resolution.
Ideal Candidate
The ideal candidate is a customer-focused SaaS support specialist with 1+ year of software support experience, proficient in Microsoft Office, API integrations, and CRM/Ticketing tools, comfortable with remote support and on-call responsibilities.
Must-Have Skills
At least one year of prior software application development or support and troubleshooting experienceExperience with Microsoft Office Suite of products and operating systemsexperience with Excel Macro preferredExperience using Bluebeam and Adobe preferredUnderstanding and application of API integrations preferredBug tracking experience requiredAzure DevOps preferredCase tracking experience requiredService Now preferredCustomer communication via phone and/or video requiredSaaS trouble shooting experience is idealDeductive logiccomplex problem solving and excellent trouble shooting skillsSelf-directedable to prioritize and effectively handle many incidents at a timeExceptional customer serviceorganizationaland time management skillsExcellent written and verbal communication skillsA positivewilling and able attitudeOn-call rotation
Tools & Platforms
Microsoft OfficeExcelBluebeamAdobeAPI integrationsAzure DevOpsServiceNow
Required Skills
Microsoft OfficeExcelExcel MacroBluebeamAdobeAPI integrationsAzure DevOpsService NowBug trackingCase trackingTicketing systemSaaS troubleshooting
Hard Skills
Microsoft Office SuiteExcelExcel MacroBluebeamAdobeAPI integrationsAzure DevOpsService NowBug trackingCase trackingTicketing systemSaaS troubleshootingRemote customer support
Soft Skills
customer servicecommunicationtime managementorganizational skillstroubleshootingself-directed
Keywords for Your Resume
Customer Technical SupportInEightremoteserviceNowAzure DevOpsBluebeamAdobeAPI integrationsBug trackingCase trackingTicketing systemSaaS troubleshootingOn-call rotationcustomer servicephone and videoMicrosoft OfficeExcel macroRemotecapital projectsconstruction softwareServiceNow
Deal Breakers
Lack of experience with SaaS support, Inability to work remotely, Inability to communicate effectively with customers
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