Note: The job is a remote job and is open to candidates in USA. LeadingReach is a company focused on providing a SaaS platform for customer success. They are seeking a Customer Success Specialist - Tech Support who will provide technical support, onboarding assistance, and troubleshooting for customers, while working closely with internal teams to improve the customer experience.
Responsibilities
- Provide timely, high-quality technical support via tickets, chat, and calls
- Troubleshoot product issues and guide customers through resolutions
- Support new customer onboarding and basic product training
- Use Zoho CRM (and related tools) to document cases, activities, and follow-ups
- Escalate complex issues and collaborate with Product and Engineering teams
- Act as the voice of the customer by sharing trends and feedback internally
- Help ensure support requests meet service-level expectations (SLAs)
- Comfortably work with AI-assisted platforms and tools, applying good judgment to identify when human review or escalation is appropriate
- Contribute to internal documentation and customer-facing help resources
Skills
- 2+ years of experience in customer success, technical support, or a related role
- Experience supporting SaaS or cloud-based software products
- Comfort working in CRM and support ticketing systems (Zoho CRM experience is a plus)
- Strong communication skills and the ability to explain technical concepts clearly
- Organized, detail-oriented, and able to manage multiple requests at once
- A collaborative mindset and willingness to learn and grow
Benefits
- 100% Remote, must be based in the U.S
- Startup environment within a stable, industry-leading company
- 20 days PTO, 6 paid mental health days, plus paid holidays
- Company-sponsored health, vision and dental benefits
- Matching 401k with no vesting period
- Remote work and cell phone stipend
- Flexible schedule that emphasizes a collaborative team synergy with personal accountability
- Regular company (often themed) events: virtual happy hours, our annual company holiday party, group game nights and other fun team events
Company Overview
The Network Where Healthcare Connects. We're all patients. And we believe healthcare works better when it's connected. It was founded in 2013, and is headquartered in Austin, Texas, US, with a workforce of 51-200 employees. Its website is http://www.leadingreach.com/.