Senior Product Support Associate

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Requirements:

• 2+ years of customer/product support experience in a technology company.
• Proven problem-solving skills with analytical thinking.
• Strong customer service skills demonstrating empathy and clear communication.
• Excellent verbal, written, and interpersonal communication skills.
• Technical proficiency with ticketing tools such as Zendesk, Jira, or HelpScout.
• Experience with data/analytics tools like Snowflake, Looker, Sigma, or Datadog preferred.

Responsibilities:

• Provide comprehensive technical assistance to users, addressing queries and resolving issues through ticket work and live Zoom sessions.
• Engage as a Driver or Contributor in projects aligned with company OKRs.
• Efficiently manage and resolve a substantial volume of support tickets weekly, ensuring high customer satisfaction.
• Build strong relationships with key stakeholders to align support processes.
• Take charge of the support process by the 60-day mark, collaborating to improve user experience.
• Contribute to the Support Help Center by providing feedback and updating documentation.