Were 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 cross-functionally with the CS, Product, and R&D teams to provide best-in-class support and execute a well-designed 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!
What You'll Do:
Act as the initial point of contact for all related questions from both our customers as well as internal stakeholders via Zendesk (web form, email, and chat)
Troubleshoot incoming issues, providing a first response and subsequent follow-ups 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.
Proactively improve the product based on customer feedback by advocating for them in collaboration with the Product and R&D teams.
Expand and refine the company knowledge base to empower users to independently resolve issues.