SaaS Support Specialist

at  Web

ABOUT US

Appenate is a Brisbane-based SaaS company, building a leading business applications platform, aimed at the IT channel and enterprise.
Our growing customer base spans over 40 countries, which we support via an integrated team anchored out of Australia, South Africa, and Latin America to improve time-zone coverage for our users.
We’ve embraced the concept of a distributed company, with all team members working either from home (or the beach, mountains, cafe, whatever).
Twice a year we fly everyone to an interesting place for a week so that we can work together and hang out face-to-face (pandemics aside!).

THE OPPORTUNITY

Be part of a lean, agile, and exciting team that is globally focused and working with cutting-edge mobile and cloud technologies.
Being a small company, we expect all team members to learn fast and play at a high level.
To join us, you need to be self-starting, disciplined and able to communicate well.
We are looking for applications from anywhere in Argentina. Fluent in English and Spanish (both written and spoken) is required.
We connect and communicate via online tools, so you’ll be in regular contact with the whole team. You’ll also be provided with whatever equipment you need to be productive.
This role offers an opportunity for you to learn and grow as the company expands, and you’ll be working with smart, driven people that are building world-beating software.

Key requirements:

• IT Diploma or Degree
• Excellent English and Spanish, both written and spoken (you’ll be in contact with customers from around the world, so English is critical)
• Experience in software implementation, cloud service configuration, solutions consulting and/or IT customer support
• Self-starter with proactiveness, enthusiasm, flexibility, and motivation – able to work effectively without regularly needing to be told what to do
• Experience in technical writing (support guides, knowledgebase etc)
• Diligence in all work aspects, and strong attention to detail
• Ability to find answers unassisted and to learn rapidly
• Software development experience or training is advantageous
• A very good, reliable internet connection for customer and internal communication

Our platform is used by customers ranging from SMEs to the IT channel (software vendors, solution providers, system integrators, enterprise IT departments)
We’re looking for someone that loves helping customers solve problems and enjoys showing folks how to get the most out of our platform.

Key requirements:

• IT Diploma or Degree
• Excellent English and Spanish, both written and spoken (you’ll be in contact with customers from around the world, so English is critical)
• Experience in software implementation, cloud service configuration, solutions consulting and/or IT customer support
• Self-starter with proactiveness, enthusiasm, flexibility, and motivation – able to work effectively without regularly needing to be told what to do
• Experience in technical writing (support guides, knowledgebase etc)
• Diligence in all work aspects, and strong attention to detail
• Ability to find answers unassisted and to learn rapidly
• Software development experience or training is advantageous
• A very good, reliable internet connection for customer and internal communications

Duties will include:

• Developing an expert-level understanding of the Appenate platform and offering
• Managing incoming support tickets and questions, ensuring that customers receive timely responses and progress updates
• Investigate and replicate customer issues (deep analysis into technical issues)
• Replicating customer issues and collaborating with our developers to resolve
• Provide high-quality, descriptive written answers to customer tickets
• Performing product testing when needed
• Authoring of tutorials and other learning content as needed
• Administering our online helpdesk and knowledgebase
• Ad hoc training with customers via web meeting

Salary starts at USD $1,800 (per month) and will increase based on your experience, fit, and performance going forward