SaaS Support Specialist
Jones Grove IT Recruiting, Charlotte, NC, United States
What You’ll Do
Serve as the first point of contact for customer issues (phone, email, chat)
Troubleshoot and resolve Tier 1 support tickets
Support customers using Esker on Demand and internal document management solutions
Help customers navigate the platform and answer day-to-day questions
Document issues clearly and escalate more complex problems when needed
Deliver basic remote training to end users
Create and maintain simple customer-facing documentation
Assist with light system setup and configuration, including basic integration-related tasks
What We’re Looking For
1–3 years in SaaS support, help desk, or IT support
Strong communication skills and ability to work directly with customers
Detail-oriented and comfortable troubleshooting structured processes
Experience using a ticketing system (Zendesk, Jira, Freshdesk, etc.)
Eagerness to learn and grow in a technical environment
Nice to have
exposure to APIs, ERP systems, system integrations, or Esker on Demand
EEO / Equal Opportunity We are an equal opportunity employer and value diversity at every level of the hiring process. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Jones Grove is a people-first IT recruiting partner based in Charlotte with a trusted national reach. We help companies hire with clarity, delivering IT talent that’s technically sharp, personally vetted, and built to last.
Our approach blends industry insight with steady communication and a clear process. We cut through the noise, focus on long-term fit, and show up every step of the way.
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Serve as the first point of contact for customer issues (phone, email, chat)
Troubleshoot and resolve Tier 1 support tickets
Support customers using Esker on Demand and internal document management solutions
Help customers navigate the platform and answer day-to-day questions
Document issues clearly and escalate more complex problems when needed
Deliver basic remote training to end users
Create and maintain simple customer-facing documentation
Assist with light system setup and configuration, including basic integration-related tasks
What We’re Looking For
1–3 years in SaaS support, help desk, or IT support
Strong communication skills and ability to work directly with customers
Detail-oriented and comfortable troubleshooting structured processes
Experience using a ticketing system (Zendesk, Jira, Freshdesk, etc.)
Eagerness to learn and grow in a technical environment
Nice to have
exposure to APIs, ERP systems, system integrations, or Esker on Demand
EEO / Equal Opportunity We are an equal opportunity employer and value diversity at every level of the hiring process. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Jones Grove is a people-first IT recruiting partner based in Charlotte with a trusted national reach. We help companies hire with clarity, delivering IT talent that’s technically sharp, personally vetted, and built to last.
Our approach blends industry insight with steady communication and a clear process. We cut through the noise, focus on long-term fit, and show up every step of the way.
#J-18808-Ljbffr