Product Support Associate

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Requirements:

• Minimum of 2 years of experience in Product Support or a similar technical support role.
• Proficiency in English and Spanish is a must.
• Experience working in a SaaS environment is required.
• Familiarity with help desk software and remote support tools.
• Strong understanding of CRM systems.
• Excellent communication and problem-solving skills.
• Ability to demonstrate patience when handling complex queries and challenges.
• Flexibility to work shifts.

Responsibilities:

• Respond to customer queries promptly and accurately via phone, email, or chat.
• Identify customer needs and assist them in using specific features.
• Analyze and report product malfunctions.
• Update internal databases with information about technical issues and customer interactions.
• Share feature requests and effective workarounds with team members.
• Inform customers about new features and functionalities.
• Follow up with customers to ensure their technical issues are resolved.
• Gather and share customer feedback with our Product, Sales, and Marketing teams.