Customer Service Agent – Technical SaaS Support (Remote) 🚀

Company: GTSS (Global Tech Services Solutions)

Location: 100% Remote

Type: Full-time

Salary: Competitive (Region-benchmarked)

About the Role GTSS is a fast-growing CRM for creators and agencies. We don’t do high-volume scripts; we do high-quality problem-solving. You will handle 5-10 complex tickets per day, requiring deep product knowledge and technical curiosity.

What You’ll Do

• Resolve customer inquiries via Intercom (chat and email).

• Diagnose technical bugs and escalate to engineering with clear documentation.

• Guide users through complex marketing automation and CRM workflows.

• Improve our Knowledge Base by identifying common user hurdles.

• Maintain professional, high-standard written English in every interaction.

What We’re Looking For

• Required:

  • 2+ years of customer service experience supporting a SaaS or software product

  • Strong written English—clear, professional, and natural (you'll be assessed on this)

  • Experience with ticketing systems (Intercom, Zendesk, Freshdesk, or similar)

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

  • Comfortable working independently in a remote environment

  • Reliable internet connection and a quiet workspace

  Preferred:

  • Experience supporting CRM, marketing automation, or analytics tools

  • Familiarity with APIs, integrations, or basic troubleshooting (you don't need to code, but you should understand how software connects)

  • Background in the creator economy, digital marketing, or agency operations

  • Experience documenting bugs or product issues for engineering teams

Working Hours:

Flexible, but requires 4 hours of overlap with US Eastern Time (UTC-5).

What’s In It For You

• 🌍 Fully remote global team.

• 💰 Highly competitive salary.

• 📈 Direct impact: your feedback directly shapes our product roadmap.

• ⚡ Fast-paced environment with zero "call center" bureaucracy.

How to Apply

To be considered, your application must include:

1. Your CV highlighting SaaS experience.

2. A 3-4 sentence note on why you are the right fit for GTSS.

3. The Scenario Challenge: A customer says: "I’ve been trying to export my analytics data for 20 minutes and it keeps failing. I have a client meeting in an hour and I NEED this report. Your product is broken." Write the exact response you would send to this customer.