Native-Fluent SaaS Support Specialist

I need a sharp, tech-savvy professional who can speak and write English so naturally that our North-American users won’t notice an accent. The role centres on supporting our proprietary, cloud-hosted SaaS platform. Typical day-to-day work includes walking customers through troubleshooting steps, running short training calls to boost adoption, and keeping an eye on scheduled maintenance tasks so nothing slips.

Because of security policy you will not receive direct log-in credentials; instead, we’ll screen-share while you guide me or another admin through each fix. Clear verbal explanations are therefore crucial—and why I require a short voice note or video with your bid. If it sounds scripted or heavily edited, I’ll move on.

Deliverables I expect:
• Timely resolution or escalation notes for each issue you handle
• Recorded or documented user training sessions (brief but clear)
• A weekly summary of maintenance checks performed and any risks spotted

The platform itself is well documented, and I’ll provide all manuals plus live access to our staging environment for practice. You should already be comfortable using common remote-support tools and ticketing systems; if you know basic MongoDB / SQL or log parsing, that’s a plus.

Availability across US business hours is preferred, though I’m flexible if communication stays quick. Drop your short voice or video intro alongside a concise overview of similar SaaS support work you’ve done, and let’s keep our users smiling.