Is the Technical Support Specialist position at Sonar Software fully remote?

Yes, this Technical Support Specialist position at Sonar Software is a remote position. The role is available for candidates in United States.

Is this a full-time or part-time Technical Support Specialist role?

This is a full-time Technical Support Specialist position at Sonar Software.

How do I apply for the Technical Support Specialist position at Sonar Software?

You can apply for this Technical Support Specialist position by clicking the "Apply Now" button on this page, which will take you to Sonar Software's application portal.

Technical Support Specialist at Sonar Software

United States

<div><body>Job SummaryThe Technical Support Specialist is responsible for providing high-quality support to both external customers and internal teams using our Sonar software application. This role serves as the first point of contact for troubleshooting technical issues, answering product-related questions, and ensuring an exceptional customer experience.The Technical Support Specialist diagnoses and resolves software problems, guides users through step-by-step solutions, and documents issues to support continuous improvement. They collaborate closely with cross-functional teams including engineering, product, and customer success. Escalating complex issues and communicating resolutions.Success in this role requires strong problem-solving skills, clear communication, and the ability to manage multiple priorities in a fast-paced environment. The Technical Support Specialist plays a critical role in maintaining customer satisfaction, improving internal processes, and ensuring effective use of the organization’s software solutions. Key Responsibilities<ul style='font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;margin:8px 0px;line-height:1.6;padding:0px 0px 0px 32px;list-style-type:disc;'><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;">Provide front-line customer support via phone and ticketing systems</li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;">Troubleshoot and resolve SaaS application issues, guiding customers through step-by-step solutions</li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;">Reproduce reported issues, gather logs, screenshots, and diagnostic data, and document findings clearly</li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;">Escalate complex or unresolved issues to senior support team members, engineering payments, and customer success teams, with complete and actionable information</li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;">Maintain ownership of customer issues through to resolution, ensuring timely follow-up and communication</li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;">Accurately document all interactions, troubleshooting steps, outcomes and ticket fields in the ticketing system</li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;">Contribute to and maintain our Sonar Knowledge Base and Support Wiki articles</li></ul><ul style='font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;margin:8px 0px;line-height:1.6;padding:0px 0px 0px 32px;list-style-type:disc;'><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;">Identify recurring issues and recommend process, product, or tooling improvements</li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;">Collaborate cross-functionally with Product, Engineering, and Customer Success teams</li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;">Ensure compliance with security, privacy, and data protection protocols</li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;">Attain functional proficiency and a technical understanding of our Sonar Software application.</li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;">Participating in assigned projects if capacity allows.</li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;">All other duties as assigned by Manager</li></ul>Success Metrics (KPIs)<ul style='font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;margin:8px 0px;line-height:1.6;padding:0px 0px 0px 32px;list-style-type:disc;'><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;">Meet or exceed SLAs for first response time and resolution time</li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;">Maintain high customer satisfaction (CSAT) scores</li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;">Consistently manage ticket volume and backlog within team expectations</li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;">Deliver high-quality, complete, and accurate ticket documentation</li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;">Contribute regularly to Knowledge Base improvements</li></ul>Qualifications<ul style='font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;margin:8px 0px;line-height:1.6;padding:0px 0px 0px 32px;list-style-type:disc;'><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;">1+ years of experience in a B2B customer support role</li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;">Strong troubleshooting and problem-solving skills with the ability to identify root causes</li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;">Experience managing multiple priorities in a fast-paced environment</li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;">Excellent verbal and written communication skills</li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;">Ability to interact professionally and empathetically with customers and internal teams</li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;">Self-motivated, reliable, and comfortable working in a remote environment</li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;">Experience leveraging AI</li></ul>Technical Skills<ul style='font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;margin:8px 0px;line-height:1.6;padding:0px 0px 0px 32px;list-style-type:disc;'><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;">Familiarity with SaaS platforms and cloud-based applications</li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;">Familiarity with ticketing systems</li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;">Exposure to engineering tracking tools (Jira, Azure DevOps, etc.)</li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;">Basic knowledge of databases or SQL (nice to have)</li></ul> Physical/Work Environment Requirements<ul style='font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;margin:8px 0px;line-height:1.6;padding:0px 0px 0px 32px;list-style-type:disc;'><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;">Prolonged periods of sitting or standing at a desk while working on a computer.</li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;">Ability to communicate effectively via virtual platforms (video calls, phone, and email).</li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;">Reliable high-speed internet connection and adequate home office setup for remote work.</li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;">Adequate home office setup: The candidate must have a quiet and dedicated workspace that is free from distractions to ensure productivity and maintain confidentiality.</li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;">Visual acuity: Good vision is necessary for reviewing detailed documents and data on computer screens.</li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;">Manual dexterity: The ability to use a keyboard, mouse, and other office equipment is required.</li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;">Occasional travel for company meetings, training sessions, or team events</li></ul></body></div>

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Remote Opportunity

Technical Support Specialist

Join Sonar Software as a mid professional working remotely from United States. Explore the role, benefits, and apply in one place.

Technical Support Specialist

Sonar Software

Full Time

2 weeks ago

Job Summary The Technical Support Specialist is responsible for providing high-quality support to both external customers and internal teams using our Sonar software application.

United States

Canada

Engineering

Mid

Technical Support

Troubleshooting

SaaS

+5 more

Job Description

Job Summary

The Technical Support Specialist is responsible for providing high-quality support to both external customers and internal teams using our Sonar software application. This role serves as the first point of contact for troubleshooting technical issues, answering product-related questions, and ensuring an exceptional customer experience.

The Technical Support Specialist diagnoses and resolves software problems, guides users through step-by-step solutions, and documents issues to support continuous improvement. They collaborate closely with cross-functional teams including engineering, product, and customer success. Escalating complex issues and communicating resolutions.

Success in this role requires strong problem-solving skills, clear communication, and the ability to manage multiple priorities in a fast-paced environment. The Technical Support Specialist plays a critical role in maintaining customer satisfaction, improving internal processes, and ensuring effective use of the organization’s software solutions.

Key Responsibilities

Provide front-line customer support via phone and ticketing systems
Troubleshoot and resolve SaaS application issues, guiding customers through step-by-step solutions
Reproduce reported issues, gather logs, screenshots, and diagnostic data, and document findings clearly
Escalate complex or unresolved issues to senior support team members, engineering payments, and customer success teams, with complete and actionable information
Maintain ownership of customer issues through to resolution, ensuring timely follow-up and communication
Accurately document all interactions, troubleshooting steps, outcomes and ticket fields in the ticketing system
Contribute to and maintain our Sonar Knowledge Base and Support Wiki articles

Identify recurring issues and recommend process, product, or tooling improvements
Collaborate cross-functionally with Product, Engineering, and Customer Success teams
Ensure compliance with security, privacy, and data protection protocols
Attain functional proficiency and a technical understanding of our Sonar Software application.
Participating in assigned projects if capacity allows.
All other duties as assigned by Manager

Success Metrics (KPIs)

Meet or exceed SLAs for first response time and resolution time
Maintain high customer satisfaction (CSAT) scores
Consistently manage ticket volume and backlog within team expectations
Deliver high-quality, complete, and accurate ticket documentation
Contribute regularly to Knowledge Base improvements

Qualifications

1+ years of experience in a B2B customer support role
Strong troubleshooting and problem-solving skills with the ability to identify root causes
Experience managing multiple priorities in a fast-paced environment
Excellent verbal and written communication skills
Ability to interact professionally and empathetically with customers and internal teams
Self-motivated, reliable, and comfortable working in a remote environment
Experience leveraging AI

Technical Skills

Familiarity with SaaS platforms and cloud-based applications
Familiarity with ticketing systems
Exposure to engineering tracking tools (Jira, Azure DevOps, etc.)
Basic knowledge of databases or SQL (nice to have)

Physical/Work Environment Requirements

Prolonged periods of sitting or standing at a desk while working on a computer.
Ability to communicate effectively via virtual platforms (video calls, phone, and email).
Reliable high-speed internet connection and adequate home office setup for remote work.
Adequate home office setup: The candidate must have a quiet and dedicated workspace that is free from distractions to ensure productivity and maintain confidentiality.
Visual acuity: Good vision is necessary for reviewing detailed documents and data on computer screens.
Manual dexterity: The ability to use a keyboard, mouse, and other office equipment is required.
Occasional travel for company meetings, training sessions, or team events

Requirements

1+ years of experience in a b2b customer support role
strong troubleshooting and problem-solving skills with the ability to identify root causes
experience managing multiple priorities in a fast-paced environment
excellent verbal and written communication skills
ability to interact professionally and empathetically with customers and internal teams
self-motivated, reliable, and comfortable working in a remote environment
experience leveraging ai
familiarity with saas platforms and cloud-based applications

Skills

Technical Support

Troubleshooting

SaaS

Customer Service

Ticketing systems

Problem Solving

Communication

Jira

Ready to Apply?

Join Sonar Software today

Posted 2 weeks ago

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