Product Support Specialist
New
D
DatarailsFinance Technology
This position is 100% remote, based in the Pacific Time Zone in the US., Pacific Time ZoneFull-TimeMiddle
SalaryTarget salary is $85-110k USD annually
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Job Details
- Experience
- 2-4 years
- Required Skills
- AgileJiraMicrosoft ExcelSaaSZendeskTroubleshootingTechnical support
Requirements
- 2-4 years of experience in roles such as Product Support/Help Desk/Technical Customer Success in a SaaS environment
- Proven track record of driving customer satisfaction and resolving complex issues
- Advanced experience in Excel functions (formulas, Vlookup, and Pivot Table)
- Extensive experience with troubleshooting and solving advanced technical problems in a fast-paced dynamic environment
- Customer-first attitude and ability to effectively explain complex concepts to non-technical audiences
- Proactive mindset, with the ability to anticipate customer needs and identify potential issues
- Deep understanding of the software development life cycle and familiarity with Agile methodologies
- Experience with Zendesk and Jira or other support/project software is a plus
- Finance background is a plus
Responsibilities
- Act as the initial point of contact for all Datarails-related questions from both our customers as well as internal stakeholders via Zendesk (chat, email and web form)
- Troubleshoot incoming issues, providing a first response and subsequent follow-ups to customers.
- Monitor incoming tickets, process, respond, and direct unresolved issues to the next level of support personnel.
- Support, and engage customers to deliver high customer satisfaction, advocacy, and loyalty.
- Expand and refine the company knowledge base to empower users to independently resolve issues.
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