ApplyTechnical Support / Product Support Specialist
Posted 4 months agoInactiveViewed
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Requirements:
- Bachelor’s Degree required.
- 1+ years of experience in customer service, client operations, or directly related experience.
- Prior experience or familiarity with a support case or ticketing system, such as Salesforce Service Cloud.
- Prior experience of using and testing APIs, as well as providing customer support on integrations.
- Basic knowledge of HTML, CSS, and JavaScript experience using browser developer tools to diagnose issues and conduct investigations with a client’s configuration and implementation of our solutions.
- Prior experience within a software-as-a-service (SaaS) environment is a plus.
- Knowledge of SQL and relational databases in general is a plus.
Responsibilities:
- Respond to and resolve customer queries through all support channels (including email, chat, phone).
- Drive timely incident resolutions while collaborating with a local team of specialists and a global team of product and engineering professionals, ensuring consistent communication on status and next steps.
- Own the front-line technical support process, triaging cases and classifying them by their objective priority and customer-specific severity, diagnosing underlying factors, and prescribing a plan of action to address.
- Provide support and relationship management to customers by answering product questions, reviewing client issues, delivering end-user support and training, and conduct systems troubleshooting.
- Facilitate product feedback sessions with clients by prescribing an immediate solution to the core business problem, including workarounds if needed, while also serving as a channel to the product team for issues.
- Define and adhere to internal metrics and guidelines for response rates, on-brand messaging, and customer satisfaction using key performance indicators including client satisfaction and knowledge scores.
- Delight customers and build loyalty by providing joyful and personal customer support, leveraging data to predict a customer’s pain-points and anticipate client needs in a human, approachable way.
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