SaaS Support Specialist

  • SilverCloud Inc.
  • 3 Pleasant St, Portsmouth, NH 03801, USA
  • Apr 04, 2019
Full time Customer Support

Job Description

Job Description

This position is responsible providing support to Clients using SilverCloud’s SaaS Digital Enablement suite of solutions. Successful candidates are particularly skilled at listening, analyzing, troubleshooting and resolving technical issues associated with web-based technology solutions.


  • Answer incoming customer calls and emails.
  • Maintain Client communication with frequent updates on issue status
  • Provides answers to clients by identifying problems; researching answers; guiding client through corrective steps.
  • Verify and resolve customer reported issue
  • Escalate customer trouble issues when appropriate via internal escalation procedure
  • Interact and coordinate with other departments to resolve customer issues
  • Determine further action or final completion on customer cases received.
  • Improves system experience by identifying problems and recommending changes.
  • Internet and Website Integration Support
  • Technical tasks beyond technical support such as data migrations, bulk imports and process automation projects
  • Individual contributor who leverages SaaS, IT and/or knowledgebase administration experience to deliver high-impact results.


  • 1 year working with SaaS applications and/or search knowledgebases
  • Experience working with clients on supporting business solutions.
  • Familiarity with software support and its practical applications.
  • Experience working for a financial services provider is a plus.
  • Superior technical and business problem-solving skills and judgment.
  • Eager and able to learn the latest technical skills.
  • HTML, CSS and JavaScript experience a plus
  • Excellent written, oral and listening skills.
  • Experience in supporting hosted applications, systems knowledge, database management, operations, process design and / or support services a plus.
  • Ability to balance the requirements of satisfying client and meeting KPI targets.
  • Degree / Certificate in a technical discipline or the equivalence in training, experience and exposure a plus

SilverCloud Inc

SilverCloud is located in the heart of Portsmouth, NH. We deliver state-of-the-industry SaaS applications to banks and credit unions nationwide. We enjoy a fast-paced, high energy, team-centered workplace with employees who experience fast personal growth and continually expanding career opportunities. SilverCloud thrives on the personalities and diversity of our staff. If you are driven by hard work and success, we want you here. Our values are: • Taking care of each other • Demonstrating excellence • Doing what you say