Product Support Representative
New
F
FieldguideAudit software
Remote (USA), Must be comfortable working 2pm to 11pm PT.Full-TimeJunior
SalaryBase Salary $52K – $75K • Offers Equity
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Job Details
- Experience
- 1 - 3 years of customer support experience, 1 to 3 years in a customer-facing technical role.
- Required Skills
- Microsoft OfficeTroubleshootingTechnical supportCustomer support
Requirements
- Have 1–3 years of customer support experience.
- Have 1–3 years in a customer-facing technical role; support, implementation, solutions, or support plus engineering experience count.
- Bring startup or scale-up experience, including working across multiple responsibilities and without full documentation.
- Take ownership of projects end-to-end with minimal direction or oversight.
- Adapt quickly to changing processes and customer needs.
- Familiarity with the integration of merge tags in Microsoft Office applications is desirable.
Responsibilities
- Respond quickly and accurately to client requests for assistance.
- Troubleshoot Fieldguide platform issues by email, phone, or chat, investigating and reproducing issues and working with Engineering on fixes when needed.
- Guide customers through platform features and functionalities and share tips and best practices.
- Communicate customer needs to Engineering, Product, and Design teams.
- Help customers participate in beta feature deployment and facilitate a feedback loop.
- Assist with customer database setup and template creation.
- Contribute to and update online help resources, FAQs, and support documentation.
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