Customer Solutions Representative

3 days ago Be among the first 25 applicants

Are you a highly motivated, detail-oriented problem-solver who enjoys helping people and learning new technology?

Banyan Technology, a leading SaaS company in Rocky River, OH, is seeking a Customer Solutions Representative to join our growing client-facing support team.

As a Customer Solutions Representative, you’ll be an integral part of our Client Experience Team, collaborating with fellow team members to deliver exceptional service to clients using our innovative logistics platform. You’ll work directly with customers to troubleshoot issues, identify effective solutions, and guide them through our software, all while building hands‑on expertise in SaaS technology, software configuration, and the domestic over‑the‑road shipping industry.

Your day-to-day will involve:

• Learning Our Software – Develop in-depth knowledge of Banyan Technology’s features to confidently assist clients.
• Client Communication – Respond to client inquiries via phone, email, and help desk tools with professionalism and clarity.
• Troubleshooting & Problem Solving – Investigate and resolve technical or account‑related issues by identifying the root cause, escalating when necessary, and ensuring timely resolution. Knowledge Sharing – Create and maintain internal and client‑facing resources, such as system guides and process documentation, to support consistent service delivery.
• Software Configuration & Client Support – Configure our software to meet client needs, including adding new connections and settings, and provide guidance to ensure successful use of the system.

• High school diploma or equivalent required
• Associate’s or Bachelor’s degree preferred; degrees in technical or logistics‑related fields are a plus

• At least 1 year of customer service experience, preferably in a support or help desk environment
• Experience with SaaS or technology platforms, or familiarity with logistics/transportation industries, is a plus
• Exposure to web‑based products and services is beneficial

• Communicate clearly, both verbally and in writing, while maintaining a positive, client‑focused attitude
• Provide accurate, detailed explanations in all client communications
• Professional and positive attitude with a focus on providing excellent client service

• Troubleshooting ability with an eagerness to learn the technical aspects of a SaaS platform
• Comfortable learning new software and workflows
• Ability to utilize help desk tools (e.g., JIRA or similar systems)

• Maintain clear, thorough internal and external documentation for reference and knowledge sharing
• Follow established processes while identifying opportunities for improvement
• Strong organizational and time management skills
• Ability to work independently and collaboratively within a team environment

• Willingness to assist with onboarding and training new customers under guidance
• Participate in team projects and contribute ideas to improve client experiences
• Flexibility to work occasional extra hours during peak periods
• Role is based out of our Rocky River, Ohio office

• Paid time off and holiday time
• Retirement benefits or accounts
• Opportunities for professional development and skill‑building
• Collaborative, team‑focused work environment

At Banyan Technology, we believe in creating a collaborative, growth‑oriented workplace where your contributions make a real difference. You’ll be part of a supportive team in a dynamic SaaS environment, helping our clients succeed every day.

If you're ready to jumpstart your career in a dynamic and growing SaaS company, we encourage you to apply!