Job Summary

OneTech Associates is seeking a highly motivated and customer-focused Product Support Specialist to join our growing remote support team. In this role, you will serve as the first point of contact for users of our SaaS platform, delivering real-time assistance through chat-based support channels. You will play a critical role in ensuring customer satisfaction by resolving technical and functional issues, guiding users through product features, and acting as a trusted advisor for best practices.

This is an excellent opportunity for individuals who thrive in fast-paced digital environments, enjoy problem-solving, and are passionate about delivering exceptional user experiences in a SaaS-driven business.

Key Responsibilities

• Provide real-time chat-based technical support to customers using the OneTech Associates SaaS platform.

• Troubleshoot and resolve product-related issues, including account access, system errors, and feature usage.

• Guide users through product functionalities, onboarding processes, and best practices.

• Document customer interactions, issues, and resolutions accurately in the CRM/support system.

• Escalate complex technical issues to engineering or product teams when necessary.

• Identify recurring issues and suggest improvements to internal processes and product features.

• Maintain a high level of customer satisfaction by delivering timely, professional, and empathetic support.

• Contribute to the creation and maintenance of knowledge base articles and FAQs.

• Meet or exceed service level agreements (SLAs) for response time and resolution.

Required Skills and Qualifications

• Excellent written communication skills in English.

• Strong customer service orientation with a problem-solving mindset.

• Ability to understand and explain technical concepts to non-technical users.

• Familiarity with SaaS products and cloud-based applications.

• Proficiency in using chat support tools, CRM systems, and ticketing platforms.

• Strong multitasking skills and ability to manage multiple chat sessions simultaneously.

• High attention to detail and strong organizational skills.

• Self-motivated with the ability to work independently in a remote environment.

Experience

• 1–3 years of experience in customer support, technical support, or product support roles.

• Prior experience supporting SaaS platforms or software products is highly preferred.

• Experience in chat-based or omnichannel support environments is an advantage.

• Exposure to CRM tools such as Zendesk, Freshdesk, Intercom, or similar platforms is a plus.

Working Hours

• Fully remote position.

• Flexible working hours with coverage across different time zones.

• May include rotational shifts, weekends, or evening hours based on business needs.

• Full-time role with standard 40-hour work week.

Knowledge, Skills, and Abilities

• Strong analytical and troubleshooting capabilities.

• Ability to quickly learn new systems and technologies.

• High emotional intelligence and customer empathy.

• Strong collaboration skills to work with cross-functional teams.

• Ability to remain calm and professional under pressure.

• Results-driven with a focus on continuous improvement.

• Excellent time management and prioritization skills.

Benefits

• Competitive salary package based on experience.

• Fully remote work environment with location flexibility.

• Performance-based incentives and growth opportunities.

• Comprehensive training and onboarding support.

• Career development programs and learning resources.

• Paid time off, holidays, and flexible leave policies.

• Access to wellness programs and work-life balance initiatives.

Why Join OneTech Associates?

At OneTech Associates, we believe in empowering our employees with the tools, flexibility, and support they need to succeed. You will be part of a dynamic and innovative company that values collaboration, continuous learning, and customer-centricity. We foster a culture of trust, transparency, and growth, where your ideas and contributions truly matter.

Joining OneTech Associates means being part of a forward-thinking organization that is shaping the future of SaaS solutions while offering you the freedom and flexibility of remote work.

How to Apply

Interested candidates are invited to submit their updated resume along with a brief cover letter outlining their experience and interest in the role. Shortlisted applicants will be contacted for an initial virtual interview.