Product Support Specialist
December 12
Description
• Our Customer Support team advises and guides a wide variety of merchants • You'll work closely with Fulfil’s merchants to uncover their business goals • Work closely across Fulfil’s product, onboarding and success teams • You’ll be at the forefront of driving the quality service our merchants deserve • Guide and coach merchants to ensure a delightful end user experience • Develop in depth product expertise as a master Fulfil user and teacher • Responsible for delivering on support KPIs such as Initial Response Time, Resolution Time, and Customer Satisfaction • Partner closely with Fulfil’s Engineering, Product, Technical Support, and Sales team
Requirements
• Minimum 2+ years relevant work experience in retail supply chain • Previous experience in one or more of the following: Netsuite, SAP, JDA, or other ERP/Supply Chain Management software • Flexibility to work North American timezones • Previous experience in customer support or customer service roles at a product company • SaaS experience preferred • Energy and a wicked work ethic • Self-discipline, focus amongst the chaos, and the ability to persevere through the ups/downs • Focus and the ability to dive into the details • Strong project management and cross-functional collaboration skills • Proactive mindset capable of creating a long-term vision • A sense of adventure and an entrepreneurial spirit • Superior oral and written communication skills • Genuine empathy for others and helping customers achieve their goals • Strong interest in technology and learning
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