Saas Erp Technical Support Representative

ApparelMagic is seeking a highly skilled Technical Support Representative to deliver top-tier support for our fashion industry software solutions. In this role, you will troubleshoot and resolve customer issues, collaborate with our development team to address software challenges, and help clients optimize their use of our SaaS products. If you are technically proficient, customer-focused, and eager to help clients succeed, we want to hear from you!

Responsibilities

Provide efficient technical support via phone, email, and Google Meet.
Troubleshoot front-end and back-end software errors, escalating complex issues to the development team as needed.
Maintain detailed records of customer interactions in Zendesk (help-ticket system) and ensure timely follow-up on ticket resolution.
Communicate technical concepts clearly to both technical and non-technical users, ensuring user-friendly explanations and instructions.
Train end-users on a live basis, ensuring a deep understanding of product features, best practices, and integrations.
Collaborate with product and development teams to provide feedback on user issues and suggest improvements.
Monitor recurring customer issues, analyze trends, and propose proactive solutions to reduce future support volume.
Create and update support documentation, FAQs, and self-service resources to reduce support requests and empower users.