Technical Support

1 week ago

Johannesburg, South Africa Glue Up Full time

Glue Up is seeking a highly motivated and customer-focused individual with Customer Success Technical Support experience. As a CS Technical Support member, you will be responsible for providing technical support to customers to ensure that they are successful in using our All-in-One solution (SaaS product). You will work closely with our customer success and product teams to identify and resolve technical issues and provide timely and effective solutions for our customers.

This is a full-time independent contractor position; 40 hrs/week.

**Responsibilities**:

- Troubleshoot technical issues reported by customers and work closely with our product teams to identify and resolve them
- Proactively identify technical issues and provide solutions to prevent them from occurring in the future
- Use Zendesk to resolve client and technical issues
- Document and maintain customer technical support tickets in our system
- Collaborate with our customer success team to identify opportunities to improve our products and services based on customer feedback
- Keep up-to-date with our products and services and provide regular updates to our customers on new features and functionalities
- Contribute to our knowledge base and support resources to help our customers find answers to their technical questions

**Requirements**:

- Bachelor's degree in Computer Science, Information Technology or a related field
- 2+ years of technical support experience in a SaaS environment
- Strong knowledge of web technologies such as HTML, CSS, and JavaScript
- Sound technical knowledge and ability to communicate technical concepts to a non-technical audience.
- Experience working with RESTful APIs and webhooks
- Excellent communication and interpersonal skills
- Ability to work well under pressure and meet deadlines
- Experience with HubSpot or other CRM systems
- Excellent written and verbal communication skills in English; Bilingual a plus

**About Glue Up**

Founded in 2013, Glue up is an all-in-one engagement management software that transforms the way member-organizations operate, manage their members and grow their organization. Glue Up’s innovative ecosystem of features has modernized the processes of over 1,800 member organizations in over 60 countries. Its suite of products include: Event Management, Member Management, Association Management, Chapter Management, Chamber of Commerce Management and much more

Glue Up now has offices in The U.S. and Canada, LATAM, Australia, Philippines, Hong Kong, Singapore, China, India and Africa.

**Job Types**: Full-time, Contract

Application Question(s):

- Do you have experience in Software Troubleshooting and Support?

**Experience**:

- Client Support: 3 years (preferred)
- SaaS: 3 years (preferred)

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