Product Support Specialist

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Requirements:

• 1-2 years of experience in administrative support for Customer Success or Account Management teams.
• Strong communication and interpersonal skills.
• Ability to work independently in a fast-paced environment and handle multiple tasks.
• Proficiency in Google Drive, Excel, and other productivity tools.
• Proficiency in English, both written and verbal, sufficient for success in a remote and largely asynchronous work environment.

Responsibilities:

• Answer customer inquiries via email, chat, and phone, ensuring they feel supported.
• Become a product expert, guiding customers to maximize the value of Olly Olly’s tools.
• Investigate and resolve product issues swiftly, collaborating with other teams when necessary.
• Help customers with clear instructions and tips to get the most from products.
• Act as a bridge between customers and the product team by sharing feedback and insights.
• Update help articles and FAQs to assist customers in finding answers on their own.
• Collaborate with departments like Product and Engineering to enhance customer experience.
• Monitor support metrics to drive continuous improvement.
• Advocate for customers, ensuring their needs are prioritized.
• Stay updated on product changes and industry trends.