Technical Support / Product Support Specialist

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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.