Pavago
Staffing and Recruiting
TechnicalSupportSpecialist
Neural analysis suggests this role is
optimal for Entry candidates.
“Technical Support Specialist at Pavago. Skills: Technical Support, SaaS Support, Troubleshooting, Customer Support. Provide technical support. Troubleshoot software, SaaS platforms”
What You'll Achieve.
First Response Time (FRT) within SLA; First Contact Resolution (FCR) ≥ 70–80%; Reduced Average Resolution Time (ART); CSAT scores ≥ 90%; Reduced backlog; Reduced recurring ticket volume; Consistently updated documentation; Consistently updated knowledge base
Industry & Context.
Technical troubleshooting; problem-solving; troubleshooting mindset; resolve issues quickly; resolve issues professionally; resolve issues efficiently; troubleshoot login issues; troubleshoot password resets; troubleshoot connectivity problems; troubleshoot SaaS application errors; troubleshoot browser/system issues; resolve technical support requests; troubleshoot customer technical problems; troubleshoot internal technical problems; resolve SaaS related support requests; resolve system related support requests; escalate complex technical issues
What They're Looking For.
Must Have
Technical Support, IT Helpdesk, SaaS Support, Customer-Facing Troubleshooting, Zendesk, Jira, ServiceNow, Freshdesk, SaaS platforms, networking basics, operating systems, written and verbal English communication skills, multitasking across multiple systems
Nice to Have
CompTIA A+, Network+, APIs, SaaS integrations, cloud-based platforms, Datadog, Splunk, New Relic, SaaS, IT services, technical customer support
What You'll Do.
Provide technical support
Troubleshoot software
Resolve Level 1 & Level 2 support requests
Guide customers through troubleshooting
Prioritize incoming tickets
Escalate complex issues
Document troubleshooting steps
Support user provisioning
Assist with onboarding
Assist with offboarding
Create and maintain documentation
Identify recurring technical issues
Report feature requests
Share customer feedback
How You'll Work.
Team & Collaboration
Work closely with QA; Work closely with Product; Work closely with Engineering; Work closely with DevOps teams; Collaborate with product and engineering teams; Collaborative engineering teams
Communication Scope
written and verbal English communication skills; simple, non-technical language; communicating clearly; communicating clearly under pressure
Full Job Description
### **💻 Tech Support Specialist (SaaS, Helpdesk, IT Support & Troubleshooting)** **Full-Time | Remote | U.S. Business Hours** ### **🚀 About the Role** We’re hiring a proactive and customer-focused **Tech Support Specialist** to provide technical support and troubleshooting assistance across software, SaaS platforms, hardware, and internal systems. This role is focused on: ✅ Technical troubleshooting ✅ Customer support ✅ Ticket resolution ✅ SaaS support operations ✅ System access & onboarding ✅ Knowledge base management You’ll act as the frontline technical resource helping customers and internal users resolve issues quickly, professionally, and efficiently. This is an ideal role for someone who enjoys problem-solving, communicating clearly with users, and working across multiple technical systems in fast-paced environments. ### **🔥 What You’ll Own** ### **Technical Support & Troubleshooting** * Respond to support requests through: * Zendesk * Freshdesk * Jira Service Desk * ServiceNow * Troubleshoot: * login issues * password resets * connectivity problems * SaaS application errors * browser/system issues * Resolve Level 1 & Level 2 technical support requests * Guide customers through troubleshooting steps using simple, non-technical language * Ensure customers feel informed and supported throughout the resolution process ### **Ticket Management & Escalation** * Prioritize incoming tickets based on: * urgency * SLA requirements * business impact * Escalate complex issues to: * Tier 2/3 support * DevOps * Engineering teams * Document: * troubleshooting steps * findings * reproduction details * escalation notes * Help reduce duplicate troubleshooting efforts through clear documentation ### **Basic System Administration** * Support: * user provisioning * account setup * password resets * permissions management * Assist with: * onboarding * offboarding * access management * Support: * Windows * macOS * Linux environments ### **Knowledge Base & Documentation** * Creat
Applying for this Technical Support Specialist role?
Most applicants get filtered before a human reads their resume. See if yours makes the cut.
ANONYMOUS · UNFILTERED
What do employees actually say about Pavago?
Real rants from real employees. Read before you apply.