Technical Support Specialist - T1

<h2>About AppDirect</h2> <p> </p> <p>Become a digital, global citizen and enable the new generation of digital entrepreneurs around the world. AppDirect offers a subscription commerce platform to sell any product, through any channel, on any device - as a service. We power millions of subscriptions worldwide for organizations. We do this by our values-driven culture—one that enables you to Be Seen, Be Yourself, and Do Your Best Work.</p> <p> </p> <h2>About PartnerStack, an AppDirect Subsidiary</h2> <p> </p> <p>This role is on AppDirect’s partner network team (PartnerStack) — the platform that powers how B2B software companies find, activate, and grow their partner ecosystems. The team builds the two-sided marketplace that connects vendors with the right partners and helps partners discover programs worth their time, handling everything from matching and onboarding to activation at scale. It’s a high-impact product space at the center of how modern B2B companies go to market through partners rather than direct sales alone.</p> <p><br><br></p> <h2>About You</h2> <p> </p> <p>You are a curious, customer-obsessed problem-solver who thrives on the front lines of a fast-moving SaaS environment. You take ownership of every interaction — not just resolving the issue, but leaving the customer better informed and more confident in the platform. You communicate clearly, document thoroughly, and stay calm under pressure. Whether it's a billing question or a tricky provisioning issue, you dig in, find the answer, and follow through.</p> <p> </p> <h2>What you'll do and how you'll have an impact</h2> <p> </p> <ul> <li>Serve as the first point of contact for inbound support tickets, chats, and emails from AppDirect customers and partners, ensuring every interaction is handled with urgency and care;</li> <li>Troubleshoot and resolve platform issues spanning account management, subscription provisioning, billing, and third-party integrations;</li> <li>Document all cases with clear, reproducible steps in the ticketing system (Zendesk or equivalent) to enable fast escalation and knowledge sharing;</li> <li>Escalate complex or unresolved issues to Tier 2/Tier 3 support with thorough, complete handoff notes that eliminate the need for customers to repeat themselves;</li> <li>Contribute to and maintain internal knowledge base articles and customer-facing FAQs, reducing repeat contact volume over time;</li> <li>Consistently meet or exceed SLA targets, CSAT benchmarks, and First Contact Resolution (FCR) KPIs;</li> <li>Surface recurring issue trends and product pain points to the Support Operations team to drive platform and process improvements.</li> </ul> <p> </p> <h2>What we're looking for</h2> <p> </p> <ul> <li>1-2 years of experience in a technical support, customer support, or help desk role, ideally within a SaaS or subscription-based environment;</li> <li>Excellent written and verbal communication skills in English, with the ability to explain technical concepts to non-technical users clearly and empathetically;</li> <li>Hands-on experience with ticketing platforms such as Zendesk, Salesforce Service Cloud, or similar tools;</li> <li>Strong troubleshooting methodology — you isolate, replicate, and document issues systematically before escalating;</li> <li>Familiarity with web technologies (HTML, JSON, REST APIs) or subscription/billing platforms is a strong asset;</li> <li>French language proficiency is an asset;</li> <li>High sense of ownership, reliability, and drive to deliver an outstanding customer experience eve