Technical Support Agent for a SaaS Fintech Company

483399

Description

We are seeking a professional, tech-savvy Technical Support Agent to assist clients using the client Business Manager. You will work directly with restaurant owners, managers, supervisors, and other business users to resolve questions related to tip calculations, tip-outs, reporting, and general platform functionality.

This is a client-facing role that requires strong communication skills, technical proficiency, and the ability to investigate issues thoroughly. You will also work closely with the client’s Operations, Product, and Engineering teams to identify bugs, escalate technical problems, and ensure our clients receive timely and accurate support.

Requirements

• Previous experience in customer support, technical support, client services, or a similar client-facing role.

• Strong written and verbal communication skills.

• Comfortable providing support by both email and phone.

• Professional and confident communicating with business owners, managers, supervisors, and other client stakeholders.

• Tech-savvy and able to learn new software platforms and workflows quickly.

• Strong troubleshooting and critical-thinking skills, with the ability to ask effective questions and investigate issues systematically.

• Able to document technical issues clearly and provide engineers with complete, actionable information.

• Highly organized, detail-oriented, and able to manage multiple open cases and follow-ups.

• Patient and empathetic, while remaining direct and solution-oriented.

• Comfortable working cross-functionally with Operations, Product, and Engineering teams.

• Able to take ownership of an issue from initial report through resolution.

Responsibilities

• Provide professional and responsive support to clients by email and phone.

• Help restaurant owners, managers, and supervisors navigate and use the Client's Business Manager.

• Assist with questions related to tip calculations, tip-outs, employee data, reports, and other portal functionality.

• Troubleshoot technical and operational issues by gathering information, reviewing account details, and guiding clients through potential solutions.

• Clearly explain technical concepts and product functionality to users with varying levels of technical experience.

• Reproduce reported issues and determine whether they are caused by user error, configuration, data, or a potential product defect.

• Create detailed engineering tickets that include all relevant troubleshooting information, such as affected users or locations, dates, screenshots, error messages, expected behavior, actual behavior, and steps to reproduce.

• Collaborate with Engineering and Product to investigate and resolve escalated issues.

• Keep clients informed throughout the troubleshooting process and follow up to confirm that issues have been resolved.

• Document client interactions, troubleshooting steps, and resolutions accurately in the support ticketing system.

• Identify recurring questions and technical issues and recommend improvements to internal processes, help-center content, and the Client's Business Manager.

• Escalate urgent or high-impact issues according to the client’s incident and escalation procedures.

• Maintain a high level of professionalism when assisting clients with sensitive, time-sensitive, or complex concerns.

Nice to have

• Experience supporting a SaaS platform, business management system, payroll product, fintech product, or restaurant technology.

• Experience using customer-support and ticketing tools such as Zendesk.

• Experience creating bug reports or engineering tickets in tools such as Linear or Jira.

• Experience troubleshooting data discrepancies or calculation-based issues.

• Experience in handling B2B accounts

What Success Looks Like

A successful Technical Support Agent provides clients with clear, accurate, and professional assistance while taking full ownership of each issue. They gather the right information, perform thoughtful initial troubleshooting, and create detailed escalations that allow the Client’s Engineering team to investigate efficiently. They build trust with clients by communicating proactively and ensuring questions and technical issues are followed through to resolution.

Working conditions
​Full-time, Monday–Friday. Two shifts: 6:00 AM–3:00 PM and 3:00 PM–12:00 AM. Weekends off. Account is managed.

If this sounds like you, then you’re just who we’re looking for to join our remote LTVplus squad!

Who We Are: LTVplus – Your Global Remote Team
At LTVplus, we’re all about delivering WOW-worthy customer experiences for brands worldwide. We’re a remote-first company with a team spread across the globe, embracing flexibility and diversity in everything we do. We work with various clients, bringing personalized support to enhance their customer experiences.

When you join LTVplus Your Mission will be to:

• Handle customer inquiries across email, chat, and social media like a pro.
• Be the voice of the brand, providing personalized and top-notch support.
• Collaborate with our awesome team to boost customer satisfaction and share insights.
• Use various tools and platforms to troubleshoot and resolve customer issues efficiently.
• Adapt to different client needs – because every day is a new adventure!

Tech Checklist – Gotta Have It!

• A reliable computer (preferably younger than 3 years) and a stable high-speed internet connection.
• Some experience with customer support software (e.g., Gorgias, Zendesk, Intercom) would be awesome!
• A quiet, cozy workspace to handle calls and chats like a pro.

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Your First 30-60-90 Days at LTVplus: What to Expect