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Customer Service Agent – Technical SaaS Support (Remote)??Company:GTSS (Global Tech Services Solutions)Location:100% RemoteType:Full-timeSalary:Competitive (Region-benchmarked)About the RoleGTSS is a fast-growing CRM for creators and agencies.We don't do high-volume scripts; we do high-quality problem-solving.You will handle5-10 complex tickets per day, requiring deep product knowledge and technical curiosity.What You'll DoResolve customer inquiries viaIntercom(chat and email).Diagnose technical bugs and escalate to engineering with clear documentation.Guide users through complex marketing automation and CRM workflows.Improve our Knowledge Base by identifying common user hurdles.Maintain professional, high-standard written English in every interaction.What We're Looking ForRequired:2+ years of customer service experience supporting a SaaS or software productStrong written English—clear, professional, and natural (you'll be assessed on this)Experience with ticketing systems (Intercom, Zendesk, Freshdesk, or similar)Ability to understand and explain technical concepts to non-technical usersComfortable working independently in a remote environmentReliable internet connection and a quiet workspacePreferred:Experience supporting CRM, marketing automation, or analytics toolsFamiliarity with APIs, integrations, or basic troubleshooting (you don't need to code, but you should understand how software connects)Background in the creator economy, digital marketing, or agency operationsExperience documenting bugs or product issues for engineering teamsWorking Hours:Flexible, but requires4 hours of overlap with US Eastern Time (UTC-5).What's In It For You?? Fully remote global team.?? Highly competitive salary.?? Direct impact: your feedback directly shapes our product roadmap.? Fast-paced environment with zero "call center" bureaucracy.How to ApplyTo be considered, your applicationmustinclude:Your CV highlighting SaaS experience.A 3-4 sentence note on why you are the right fit for GTSS.The Scenario Challenge:A customer says:"I've been trying to export my analytics data for 20 minutes and it keeps failing. I have a client meeting in an hour and I NEED this report. Your product is broken."Write the exact response you would send to this customer.
