Product Support Specialist

San Antonio, TX - USA

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

Job Summary*

As a Product Support Specialist you will be the friendly voice and helpful guide for our customers. You are the first point of contact for users seeking assistance with our software. Your mission is to provide timely accurate and empathetic support ensuring every customer has a positive experience. You are a natural problem-solver a fantastic communicator and a crucial link between our users and our product development teams.

Key Responsibilities*

* Manage and resolve inbound customer inquiries via email live chat and phone in a professional and friendly manner.

* Develop a deep understanding of our products features and functionality to effectively troubleshoot issues and answer questions.

* Diagnose troubleshoot and identify solutions for technical issues guiding users through step-by-step solutions.

* Work closely with our engineering and product teams to escalate complex bugs and advocate for customer-requested features.

* Clearly document customer interactions issues and solutions in our CRM system (e.g. Zendesk Salesforce).

* Create and update helpful articles tutorials and FAQs for our customer-facing knowledge base.

* Act as the voice of the customer sharing feedback and trends with the wider team to help us improve our product.

Skills and Qualifications*

* You have exceptional written and verbal communication skills and can explain complex things simply.

* You are patient understanding and genuinely enjoy helping people solve their problems.

* You are comfortable learning new software and have a knack for figuring out how technology works.

* You possess strong analytical skills and can think on your feet to find creative solutions.

* You can effectively manage your time prioritize tasks and handle multiple conversations at once.

Education and Experience*

* High school diploma or equivalent required; Bachelors degree is a plus.

* 1-3 years of experience in a customer-facing role such as technical support customer service or client success preferably in a SaaS or tech environment.

* Experience with help desk software (like Zendesk Intercom or Jira Service Desk) is a huge bonus!

Annual Salary*

* $50000 - $65000 per year.

* The final salary will be determined based on the candidates experience skills and geographic location.

Compensation & Benefits*

We believe in taking care of our team. Heres what we offer:

* Medical dental and vision insurance for you and your family.

* 401(k) plan with a generous company match.

* Flexible paid time off (PTO) and paid company holidays so you can rest and recharge.

* An annual budget for professional development courses and conferences.

* A supportive inclusive and fun team with regular virtual and in-person events.

If you are a people-person with a passion for technology and a drive to help others succeed we would love to hear from you!

Job Summary* As a Product Support Specialist you will be the friendly voice and helpful guide for our customers. You are the first point of contact for users seeking assistance with our software. Your mission is to provide timely accurate and empathetic support ensuring every customer has a positive...