Product Support Specialist I

Posted 9 days agoViewed

💎 Seniority level: Junior, 2+ years

📍 Location: USA

💸 Salary: 62000.0 - 82000.0 USD per year

🔍 Industry: ECommerce

🏢 Company: Affirm👥 1001-5000💰 Post-IPO Equity over 4 years ago🫂 Last layoff over 2 years agoLending Financial Services Payments FinTech

🗣️ Languages: English, French

⏳ Experience: 2+ years

🪄 Skills: Communication SkillsRESTful APIsWritten communicationExcellent communication skillsAccount ManagementEmpathyTroubleshootingClient relationship managementSales experienceTechnical supportData analyticsCustomer supportCustomer SuccessSaaS

Requirements:

2+ years of experience in relevant industry (Tech, eCommerce, SaaS) and/or similar role(s)
Ability to handle a high volume of requests with efficiency and empathy
Great writing. You need to be able to clearly describe technical concepts and instructions in emails, but let your personality show and use these interactions as a chance to build relationships
A knack for understanding complicated technical systems and concepts
A record of taking responsibility for owning projects through completion and adapting completed projects as needs change
Insight: you can see the questions and issues that motivate our merchants and collaborators, even if they’re not plainly stated

Responsibilities:

Support Affirm’s merchant partners: E-Commerce retailers which utilize various platforms
Utilize various troubleshooting techniques to resolve complicated technical or configuration issues
Work closely with engineers to resolve technical and operational issues, and provide high-touch support to merchant partners
Effectively manage multiple customer inquiries simultaneously, with appropriate prioritization
Build scalable support processes and engage with feedback to streamline workflows
Drive merchant partner communication and outreach about new features and enhancements
Aggregate feature requests based on merchant partner feedback to guide future product planning

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