SaaS Technical Support

Oh, hey! Thanks for stopping in to check us out. I think you'll like it here 🙂

Get to know us and the position...

Want to get in on a fun company who values your nights and weekends as well as your personal time but makes your workday from the 8:30-5 enjoyable? Come on in and sit with us at Atlantic Training! (well, virtually) We’re a privately owned company who is quickly becoming a leader in the workplace training world. What sets us apart from other companies? Our personal relationships we have established throughout the years with each customer, having that personal connection with each and just flat out being human. Here, both you and the customer are more to us than a number.

This SaaS Technical Support position primarily focuses on the ongoing support of existing customers as well as any new customers that are brought on. You’ll be responsible for sorting through both support and technical issues found using our products, educating the customer either through the AE or directly with the customer. The goal? Enhance their satisfaction with our product by providing a quick answer and solution. For that to happen, you’ll also be working directly with our web development team, marketing and graphics to implement, configure and test the system proactively to ensure we maintain our customers' business and that the system is growing to fit their needs. 

Let's get down to it... daily deeds include but aren't limited to:

• Set up new accounts for subscriptions based services
• Communicate with teammates regarding customer issues and also working directly with customers
• Respond promptly to other team members and customers through phone, email, zoom and our customer support ticket system
• Keep detailed and accurate records of customer interactions, comments & issues in the customer database
• Hold product demonstrations and how-tos for onboarding processes via phone, vidyard, or zoom
• Create and update Knowledge Base articles to be used by customers for our product with detailed instructions and information
• Create Internal Knowledge Base articles for our team to provide solutions to back-end issues
• Interact with PHP Developers and management to provide feedback from any and all support issues

About you:

• You have a desire to find a solution to a problem and be ready and willing to sort out an issue when it arises.
• You thrive off of a challenge and find a thrill in hunting for issues before they’re found by the end-user.
• You have experience in a fast-paced environment where organization, multi-tasking and adaptation are critical.
• You are enthusiastic about technology and software as well as becoming part of a fast-growing product and company!

The cool stuff:

• Monday thru Friday 8:30-5, no weekends (!!!)
• Health Insurance Reimbursement
• Paid Time Off
• Paid Major Holidays
• 401(k) match
• 100% remote working position

You in? Send a resume to us at careers @ atlantictraining.com (drop us a line in the cover letter so we know you’re a fun, personable human being and actually paid attention to this small detail)

You really in? Pull out your phone and take a 30-60 second video of yourself and send it off to us. Tell us about jobs, likes, dislikes or just why you might fit. Heck, talk about the weather if you want. We want to see if you have the guts to do it.

Job Type: Full Time

Location: Remote