SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Cordance is a B2B SaaS operator and acquirer focused on scaling vertically focused software companies. We're seeking a Technical Support Specialist to serve as the frontline connection between our company and customers, ensuring timely, accurate, and empathetic assistance.
In this role, you will provide exceptional technical and product support through multiple channels including ticketing systems (Service Cloud, Jira), Help Center, CRM, phone, and email. You'll maintain deep subject matter expertise on company products and services through continuous learning, handle multiple support cases simultaneously while maintaining quality, and collaborate closely with Customer Success, Product, and Development teams to resolve client issues and drive product improvements.
Key responsibilities include:
- Deliver technical and product support across ticketing systems, Help Center, CRM, phone, and email
- Develop and maintain self-service resources including knowledge base articles, FAQs, and training documentation
- Ensure prompt, courteous, and effective handling of all customer inquiries
- Collaborate with internal teams to address client needs and provide insights for product enhancement
- Participate in testing and feedback on new product features and releases
- Track and resolve open issues with transparent communication and follow-up
You should demonstrate exceptional customer focus with empathy and active listening, strong technical proficiency with ability to quickly learn software tools and systems, foundational AI literacy, excellent written and verbal communication skills, strong problem-solving abilities, cross-departmental collaboration, adaptability to fast-paced environments, and ownership mentality.
REQUIREMENTS:
- Minimum 3 years of experience in customer support, customer success, or technical support roles
- Outstanding communication, problem-solving, and interpersonal skills
- Demonstrated ability to manage multiple support cases simultaneously while maintaining quality
- Ability to work independently and adapt to evolving client needs
- Background in training delivery (live or virtual) and developing self-service resources
- Exceptional attention to detail, organization, and time management
- Positive attitude with strong teamwork and accountability
PREFERRED QUALIFICATIONS:
- Experience supporting SaaS or B2B software platforms with strong product and technical understanding
- Proficiency in support tools (Salesforce Service Cloud, Jira) and CRM systems (Salesforce, HubSpot)
- Demonstrated success creating or improving knowledge base content, FAQs, or user documentation
- Skilled in customer communication—able to simplify complex issues for non-technical users
- Experience collaborating with Product or Engineering teams to test features or provide customer insights
- Certifications or coursework in customer support, ITIL, or help desk systems
- Experience delivering remote or live training sessions using MS Teams, Zoom, or similar platforms
