Product Specialist (Phone Support)

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Requirements:

• At least 3 years of relevant technical support experience within the B2B, SaaS, and/or FinTech industry assisting Enterprise customers of Fortune 1000 companies via phone.
• Experience with APIs, Implementation Management and/or Project Management desired.
• Successful record of going above and beyond your job description to better our relationships with customers and vendors.
• Understand and use common social media and digital tools and demonstrate an ability to triage applications at an in-depth level.
• Can easily navigate customers through a variety of complex and technical obstacles.
• Excellent prioritization skills and an ability to make decisions quickly.
• Real passion for customer service and a rare ability to understand enterprise customer needs.
• Knowledge of Zendesk, JIRA, Looker, and Intercom a plus.
• Stellar verbal and written communication in English.
• Ability to think on one's feet and find creative solutions at an application and account level.
• Excellent teammate with a positive attitude and a strong sense of self-direction and the ability to work across all internal teams and influence coworkers.

Responsibilities:

• Understand and act as a first point of contact for Hearsay products and applications.
• Own the customer experience by effectively prioritizing and addressing support-related questions via the phone and Zendesk ticketing solution.
• Liaise with the Customer Success, Engineering, and Product teams to pass along customer feedback, account trends, and escalating and quickly resolving issues.
• Comfortable with ambiguity and working alone on tough assignments.
• Willingness to proactively act, without being asked to help.
• Ability to maintain composure and customer focus while troubleshooting and solving technical issues.
• Consistently attain Hearsay's target customer satisfaction score.
• Maintain SLAs.
• Maintain a thorough knowledge and understanding of the Hearsay platform across the organization and down to individual clients.
• Execute our support strategy and build stellar relationships with our customers.
• Demonstrate deep execution focus by achieving quarterly goals at the team level.
• Focus on continuous team improvement by onboarding new team members and providing and receiving specific feedback.