Technical Support Specialist (SaaS)

Published date Posted on Indeed on Aug 19, 2022 (49 d ago)

Join us now!

With millions using our tools globally, Screencast-O-Matic is a leading SaaS provider helping education and business learn and communicate more effectively. Our software and services allow individuals and companies to create compelling and authentic solutions for learning and collaboration. Screencast-O-Matic is a privately held, profitable, and rapidly growing software company. Our team is all virtual with headquarters located in Seattle, WA.

Technical Support Specialist (SaaS)

We're currently looking for an exceptional software technical support representative who can work remotely based in the United States. We take pride in providing superior support to our customers throughout the world. At Screencast-O-Matic, we strive to deliver both free and premium screen recording software that is easy and fun to use, and our Support Representatives are critical to realizing that mission.

What you will do

  • Provide software application technical support to users on Windows, Mac, Chromebook and iOS.
  • Provide software as a service (SaaS) technical support to users for our media management and hosting services.
  • Prioritizing, processing, and resolving customer needs
  • Educating customers on our products, including online tools and self-help tutorials
  • Create detailed and straight forward internal and customer facing knowledgebase articles and help tips
  • Evangelizing the Screencast-O-Matic brand through a deep understanding of our mission and products, and positively reflecting that brand to our customers
  • Testing new features to make sure they are customer ready



  • Must have support experience with a Software as a Service (SaaS) operation
  • Our team provides support primarily via email, so excellent written communication skills, with ability to convey information clearly and accurately
  • Experience in troubleshooting Windows and Mac operating system, audio and device issues
  • Experience with iOS, Android, and/or ChromeOS
  • Experience in troubleshooting Web Browser issues
  • Ability to determine solutions to complex problems
  • Advanced critical thinking skills.
  • Desire to learn and develop a mastery of our software and services
  • A passion for working with consumers and helping them achieve their goals
  • Ability to work independently with minimal supervision

Nice to have

  • Multilingual (preferred languages Spanish, French, German)
  • Experience writing test plans and executing test cases
  • Quality assurance methodologies

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