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Job Summary
A Product Support Specialist is an integral part of our Customer Support team. Your primary responsibility will be to ensure that customers have a seamless experience with our platform.
You will be the first point of contact for many customers and will play a key role in resolving their issues efficiently. Your strong customer-first attitude, excellent communication skills, and ability to empathize with customers will make you an ideal candidate for this role.
Key Responsibilities:
* Troubleshoot and resolve challenging issues in a timely manner, ensuring customers can see value in our platform.
* Communicate effectively with customers through various mediums, including email, SMS, phone, and video calls.
* Act as a point of escalation, vetting legitimacy of product-related issues in Support.
* Develop feedback loops in collaboration with the Product team.
* Build efficient systems for troubleshooting, documentation, escalation, and prioritization of product-related issues or requests.
* Create and regularly update internal documentation on our products and processes.
* Train broader teams on new features, best practices, and products.
* Maintain open communication channels within Support and Product teams.
* Collaborate with customer-facing teams to ensure issues are resolved to customer satisfaction.
* Recommend fixes for code-related issues and work with Product and Engineering teams.
Requirements:
* Candidate must possess a customer-first attitude with strong empathy.
* Previous experience communicating directly with customers is essential.
* 1-2 years of experience in Product or Technical Support is required.
* A proven track record of managing multiple concurrent projects with varying complexity levels is necessary.
* The ability to drive innovation and efficiency in an unstructured environment is crucial.
* Familiarity with modern web services, APIs, and scripting languages is beneficial.
* An analytical and data-oriented approach to problem-solving is vital.