SaaS Support Specialist II

Position Overview:

Inseego is seeking a SaaS Support Specialist. The SaaS Support Specialist serves as front-line support, assisting customers with the DMS platform. Inseego’s DMS is an innovative SaaS platform that allows cellular carriers to service complex government and enterprise accounts. Our custom web portals are highly configurable, offering complex approval flows, reporting, and dynamic pricing.

While working with end users, carrier sales representatives, or carrier sales operations personnel, the role requires strong customer service, professionalism, and interpersonal skills. The SaaS Support Specialist will use their knowledge of the DMS platform and the carriers’ products and sales processes to assist customers with support or training requests.

Responsibilities:

• Provide direct, professional customer interaction by responding to incoming service requests, prioritizing urgency, and responding to clients in a timely manner.
• Provide both phone and email support to clients.
• Monitor and drive support requests to completion.
• Utilize basic problem-solving skills to troubleshoot platform issues.
• Perform configuration changes with excellent attention to detail and ensure orders are processed quickly and accurately.
• Help produce and revise documentation and training materials for end customers and internal teams.
• Provide customer feedback and highlight potential opportunities to relevant internal teams.
• Identify and recommend new product functionality or enhancements.

Minimum Qualifications:

• U.S. citizenship is required.
• High school diploma or GED required, along with a minimum of 2 years of professional experience in a customer-facing role.
• Proficiency in advanced Excel features, including data analysis, functions, and formulas.
• Self-starter with the ability to work independently.
• Excellent interpersonal skills, with strong verbal and written communication abilities.
• Ability to handle difficult conversations with tact and effectiveness.
• Ability to prioritize issues based on customer needs and internal objectives.
• Ability to work flexible shifts supporting West Coast business hours (5:00 AM – 6:00 PM PST)

Salary range:  $17.78/hr - $22.23/hr

This base pay range will vary depending on experience, qualifications, and location. Even more importantly, please note that salary is only one component of total compensation at Inseego.  We also offer a competitive annual discretionary bonus program and equity.  Your recruiter will be happy to discuss all that Inseego has to offer!

Inseego is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion (including religious dress and grooming), sex/gender (including pregnancy, childbirth, related medical conditions or breastfeeding), gender identity, gender expression, national origin, ancestry, age, physical or mental disability or legally protected medical condition, family care status, military or veteran status, marital status, sexual orientation, genetic information, or any other protected classification under federal, state and local law.