Key Responsibilities:

• Provide responsive, friendly technical support via email and live remote sessions

• Manage support tickets from start to finish, escalating issues when needed

• Keep clear and proactive communication with clients and internal teams

• Collaborate with colleagues to resolve complex issues

• Identify recurring client challenges and provide feedback for product improvement

Requirements:

• Proven experience in Tier 3 (T3) Technical Support, with a strong track record of progression from Level 1 to Level 3 support roles (SaaS or tech background preferred)

• Background in B2B technical support, preferably in a back-end focused role.

• Extensive experience supporting software solutions integrated within the Microsoft Suite (e.g., Outlook, Teams, SharePoint, OneDrive).

• Skilled in troubleshooting complex environmental and Microsoft-related technical issues, which have been the most common and challenging aspects of this role. Proven experience troubleshooting and resolving issues with Windows, Microsoft Outlook, and Google Chrome.

• Experience collaborating closely with software development teams or product engineers to resolve high-level technical problems.

• Proficiency in Windows 11 Professional

• Familiarity with remote tools like TeamViewer, Zoom, etc.

• Excellent written and verbal communication

• High attention to detail and quality in documentation

• Ability to work independently and in a team

• Comfort in handling sensitive or confidential information

• Willingness to learn legal workflows and terminology 

Ideal Candidate Traits:

• Tech-Savvy: Confident in supporting SaaS tools and troubleshooting on Windows

• Experienced: Experience providing Level 3 Supporting for a SaaS / tech company

• Strong Communicator: Clear, patient, and professional in client interactions

• Adaptable & Reliable: Calm under pressure and responsive to evolving priorities