Job description

Please note: Due to government contract requirements, the candidate must be a U.S. Citizen and pass a pre-employment drug test.

Inseego’s DMS is an innovative SaaS platform that allows cellular carriers to service complex government and enterprise accounts. Our custom web portals are highly configurable to offer complex approval flows, reporting, and dynamic pricing.

Summary:
The Staff SaaS Support Specialist serves as an escalation point in assisting customers with the DMS platform. In addition to strong customer service, professionalism, and interpersonal skills, this role also requires a working understanding of both desktop and cloud-based software.
This role requires the ability to learn quickly and will be regularly called upon to approach new challenges with enthusiasm and creativity.

Responsibilities:

• Provide direct professional customer interaction by responding to incoming requests for service, prioritizing the urgency of requests, and responding to clients in a timely manner
• Provide both phone and email support to clients
• Perform training sessions on portals for carrier representatives and end users
• Perform configuration of the SaaS platform through the backend management interface
• Utilize problem-solving skills to troubleshoot portal and order-related issues
• Work with internal teams to validate new functionality and communicate potential impact to end users
• Produce and revise documentation & training materials for customers and support personnel
• Provide customer feedback and potential opportunities to relevant internal groups
• Identify and recommend new product functionality or enhancements to product/program management

Experience/Requirements:

• Minimum of 4-6 years in a customer-facing technical role
• Self-starter with the ability to work independently
• Excellent interpersonal skills, with demonstrated strong communication skill
• Ability to handle difficult conversations with tact and effectiveness
• Ability to prioritize issues based on customer needs and internal objectives
• Basic understanding of SQL preferred, but not required

Education:

• High school diploma/GED required

Job Type: Full-time

Schedule:

• 8 hour shift
• Monday to Friday

Experience:

• SaaS: 2 years (Required)
• Customer service: 3 years (Required)
• SQL: 1 year (Preferred)

Work Location: Remote

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