Product Support Specialist - Europe

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Requirements:

• Previous experience working in a troubleshooting environment
• 1-2 years of technical support experience
• Solid understanding of tech fundamentals + modern day tools (Slack, Notion, Intercom, JIRA, Gainsight.
• Understanding of web technologies and concepts (HTML, CSS, JavaScript, APIs, etc.)
• Ability to troubleshoot and utilize resources to answer questions on baseline topics
• Strong customer focus (excels at + enjoys helping customers)
• Ability to take on + action feedback
• Strong communication skills (ability to question, clarify, empathize, use appropriate tone + language, personable)
• Excitement for a support environment that is constantly experimenting with workflows and automation to drive efficiency
• Strong problem solving skills (ability to think critically and learn on-the-fly)
• Demonstrated success working with Key Performance Indicators (KPIs) or other metrics/quotas

Responsibilities:

• Communicating efficiently and effectively with our customers - we use Intercom conversations to do most of our support, but you'll also be talking to customers via video calls every now and then (webinars etc.)
• Owning customer communications and issues from initial contact until resolution, or escalation to the appropriate SME when needed
• Becoming an encyclopedia of knowledge about how Swapcard works and what it is capable of for all user types and plans
• Being the one responsible, along with the Success team, to ensure that all customers have a great experience with our platform - a crucial part of the role is ensuring we make Swapcard as intuitive, reliable, bug-free and fast as possible
• Working directly with Product teams to identify current issues and, synthesizing the diverse feedback you hear from our customers, offer informed opinions on potential solutions
• Continuously identify Help Center content gaps and record knowledge