Support Desk Specialist (SaaS / AI Platform)

Company Description

The WebPlant is an AI-First HubSpot Solutions Partner Agency known for delivering high-quality and innovative solutions. We specialize in delivering fast-paced CMS Migrations, CRM integrations, automation workflows, and CMS themes for the HubSpot platform. Our services include AI Agents development, website migration to HubSpot Content Hub, web development on HubSpot Content Hub, and advanced custom CRM integrations. Our team of experts is dedicated to providing excellent support and customized solutions for businesses leveraging AI and HubSpot ecosystem.

Experience:

At least 2 years of relevant experience and familiarity with at least one ticket tracking or Customer Support software.

Work timings and location:

EU hours/Afternoon to evening shift

Flexibility for In-office/Hybrid/Remote work

Role Overview

We are seeking a Support Desk Specialist to support a fast-growing SaaS / AI platform. This role will be for first-line support, ticket handling, and structured escalation.

Ideal candidate should be able to follow defined processes well, have good attention to detail and should be comfortable working with modern AI-powered and SaaS products as well support ticket software.

Key Responsibilities:

Support Queue Management

Triage and categorization of incoming support tickets

Maintain a clean and well-organized support queue

First-Line Support Responses

Respond to chats, tickets and requests using existing documentation and help articles

Use pre-approved response templates

Provide clear and concise explanations for common questions

Ensure responses are professional, accurate, and aligned with our brand tone

Escalate issues that fall outside the defined first-line support scope

Review tickets for completeness and clarity

Request missing details such as steps to reproduce, screenshots, or environment information

Prioritize work based on clearly defined support tiers

Maintain consistency and fairness across all support interactions