Customer Support Specialist - Resource Informatics Group : Job Details

Job Title: Customer Support Specialist – SaaS

Employment Type: Fulltime/Contract

Location: Irving, TX (Hybrid)

Job Overview

Our client is seeking a Customer Support Specialist to serve as the key point of contact for customers using their advanced compliance and HR management software. In this role, you will

conduct live and virtual training sessions, troubleshoot technical issues, and lead interactive Q&A sessions to ensure users gain maximum value from the platform. You will work closely with internal teams to communicate customer feedback and continuously enhance the product experience.

Key Responsibilities

• Customer Training & Enablement:

• Deliver engaging, live, and virtual training sessions to educate customers on the

platform's comprehensive features.

• Develop and maintain training materials, guides, and FAQs, ensuring they reflect the latest product updates and regulatory changes.

• Support & Issue Resolution:

• Serve as the primary contact for customer inquiries via phone, email, and chat.

• Troubleshoot and resolve technical issues related to HR compliance tools, ensuring seamless user experiences.

• Escalate complex issues to internal teams while maintaining clear and timely communication with customers.

• Customer Engagement & Feedback:

• Host regular Q&A sessions and webinars to address common queries and share best practices.

• Collect and document customer feedback to drive product improvements and support continuous learning within the organization.

• Collaboration & Process Improvement:

• Work in close partnership with product, sales, and marketing teams to relay insights gathered from customer interactions.

• Stay current on HR compliance and immigration regulatory trends to ensure training content remains accurate and effective.

Qualifications

• Experience: 2-3 years in customer support or technical support, ideally within a SaaS or HR

technology environment.

• Skills & Attributes:

• Excellent verbal and written communication skills, with the ability to simplify complex

technical concepts.

• Strong problem-solving abilities and a customer-centric mindset.

• Proven capability to manage multiple tasks in a fast-paced, hybrid work environment.

• Experience with CRM systems and support ticketing tools is preferred.

• A keen interest in technology and compliance, with the aptitude for learning new systems

quickly.

• Education:

• No specific degree required—practical experience and demonstrated success in customer

service are highly valued.

What Our Client Offers

• Competitive Compensation:

• A robust salary and benefits package designed to recognize your contributions.

• Career Growth:

• Opportunities for professional development, training, and career advancement in a

dynamic, innovative environment.

• Collaborative & Flexible Culture:

• A hybrid work model that supports work-life balance while encouraging teamwork and

creativity.

• A commitment to fostering an inclusive and supportive workplace culture.