Product Support Agent

Job not on LinkedIn

🕒 February 25

🌽 Illinois, Maryland – Remote

🌽 Illinois – Remote 🦀 Maryland – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

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Leap

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2016

☁️ SaaS

🤝 B2B

SaaS • B2B

Leap is a SaaS CRM and in-home sales platform built for roofing, remodeling, and other residential construction contractors. It streamlines estimating, proposals, dynamic contracts, payment processing, subcontractor and customer portals, and field sales workflows while integrating with partners like QuickBooks, GreenSky, EagleView, and Angi. Leap targets B2B customers (roofers, remodelers, windows & doors, HVAC, plumbing and general contractors) to help them win, manage, and scale more jobs.

📋 Description

• Manage escalated and email-based support cases across Leap’s products • Conduct in-depth troubleshooting for complex customer issues that require additional investigation beyond frontline support • Partner with frontline agents to gather necessary context and ensure smooth handoffs • Document case details thoroughly within the case management system • Submit Jira tickets with clear reproduction steps and relevant details when issues require Product or Engineering review • Follow up on escalations to ensure timely resolution and communication back to customers • Maintain internal documentation and contribute to knowledge base updates • Identify recurring issues and share trends with leadership • Support onboarding and training of frontline agents on more advanced workflows

🎯 Requirements

• 2-4 years of experience in technical support or client-facing SaaS support • Strong troubleshooting and problem-solving skills • Experience supporting web-based applications • Ability to clearly communicate technical concepts in a customer-friendly way • Strong organizational skills and ability to manage multiple cases • Experience using case management or ticketing systems (e.g., Jira, Zendesk, Salesforce, etc.) • Detail-oriented with a high level of ownership • Associate/ Bachelor’s degree or equivalent experience required • Spanish fluency a plus

🏖️ Benefits

• Affordable Health & Wellness Coverage – comprehensive and competitive benefits package, starting the first of the month following your hire date. • Invest in Your Future – 401(k) company match to help you build financial security. • Time to Recharge – We believe time to rest and recharge matters. Leap offers a Flexible Time Off (FTO) policy, 10 paid sick days, and 8 paid company holidays. • Comprehensive Employee Assistance Program (EAP) – resources to support your mental health, financial well-being, and everyday challenges. • Exclusive Discounts with LifeMart (via ADP) – save on groceries, restaurants, entertainment, pet insurance, cell phones, child care, and more! • MoveSpring Wellness App – stay active and engaged with company step challenges, workout content, meditation tools, and wellness blogs for a healthier you! • Culture & Team-Building Activities – we love to connect, celebrate, and grow together through team events, fun challenges, and company traditions like our Annual Summit!