Product Support Specialist
Product Support Specialist
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Job Description
Datarails is the financial planning and analysis platform that automates data consolidation reporting and planning while enabling finance teams to continue using their own Excel spreadsheets and financial models. Datarails integrates with the most popular accounting software ERPs and CRMs so all your data can be consolidated. Reduce risk make informed decisions and ensure stakeholders have the most reliable data at their fingertips. Transform your Excel into a lean mean FP&A machine.
We are a leading FinTech company headquartered in NYC and Tel Aviv with over $100 million in funding and have been awarded #1 most promising global startup by Globes and 65 leading VCs as well as best paying & midsized companies to work for in NYC by BuiltIn.
About The Role:
We re looking for an experienced Product Support Specialist with a great eye for detail and a passion for technology to join our Tier 1 Product Support team.
As our inbound Product Support Specialist you will take ownership of complex technical customer issues and collaborate crossfunctionally with the CS Product and R&D teams to provide bestinclass support and execute a welldesigned customer experience.
If you are looking for a fantastic opportunity to join a growing startup with lots of room for growth and impact we would love to meet you!
This is a 100 remote position in the Eastern time zone in the US and Canada.
What Youll Do:
- Act as the initial point of contact for all Datarailsrelated questions from both our customers as well as internal stakeholders via Zendesk (chat email and web form)
- Troubleshoot incoming issues providing a first response and subsequent followups to customers.
- Monitor incoming tickets process respond and direct unresolved issues to the next level of support personnel.
- Support and engage customers to deliver high customer satisfaction advocacy and loyalty.
- Expand and refine the company knowledge base to empower users to independently resolve issues.
What We Offer:
- Target salary is $7590k annually depending on skillset years and relevance of experience and location.
- Topoftheline healthcare (medical vision and dental) with 100 paid coverage for you and 80100 paid coverage for your dependents or extended medical coverage options for Canadian employees
- 12 paid company holidays/year sick leave flexible/unlimited vacation and parental leave policy!
- 401k with up to 4 match or 4 RRSP contributions for our Canadian employees
- Life insurance
- Equity
- Perks include: mental health & wellness services HSA FSA options commuter benefits for hybrid employees and more!
EEO Statement:
We want to make sure everyone has an equal chance to participate and make a difference. DataRails is an equal opportunity employer and prioritizes building a diverse and inclusive workplace. We provide equal employment opportunities to all employees and applicants of any type and do not discriminate based on race color religion national origin gender age sexual orientation physical or mental disability genetic information or characteristic gender identity and expression veteran status or other nonjob related characteristics or other prohibited grounds specified in applicable federal state and local laws. DataRails policy is to comply with all applicable laws related to nondiscrimination and equal opportunity and will not tolerate discrimination or harassment based on any of these characteristics. This policy applies to all terms and conditions of employment including recruiting hiring placement promotion termination layoff recall transfer leaves of absence compensation and training.
Requirements :
- 24 years of experience in roles such as Product Support/Help Desk/Technical Customer Success in a SaaS environment with a proven track record of driving customer satisfaction and resolving complex issues.
- Extensive experience with troubleshooting and solving advanced technical problems in a fastpaced dynamic environment.
- A customerfirst attitude and ability to effectively explain complex concepts to nontechnical audiences.
- Proactive mindset with the ability to anticipate customer needs identify potential issues and suggest improvements to processes or the product.
- Deep understanding of the software development life cycle and familiarity with Agile methodologies.
- Advanced experience in Excel functions (formulas Vlookup and Pivot Table).
- Excellent communication skills both written and verbal in English a must.
- Experience with Zendesk and Jira or other support/project software a plus.
- Finance background a plus.
Remote Work :
Yes
Employment Type :
Fulltime
Employment Type
Full-time
