Product Support Specialist
Yesterday
Description
• Provide high-quality, advanced product support with exceptional customer service, technical expertise, and timely responses. • Respond to inquiries within the target First Response Time (FRT) and resolve issues within the target Time to Resolution (TTR). • Update internal knowledge bases with insights from technical issues and customer interactions. • Collaborate with subject matter experts to resolve technical issues, communicate feature requests, and share effective workarounds. • Follow up with customers to confirm their technical issues are fully resolved. • Collect customer feedback and share insights with Product, Sales, and Marketing teams. • Maintain and update help articles to ensure content remains accurate and relevant.
Requirements
• Strong technical foundation: You are passionate about new technology, including using and manipulating AI tools such as ChatGPT, Gemini, and Copilot. • Quick learner and adaptable: You quickly grasp new skills and concepts, embracing failure as part of the path to success. • Excellent written communication: You write effectively, delivering concise and clear responses. • Effective time management: You prioritize tasks, provide timely responses, and follow up consistently to ensure nothing falls through the cracks. • Agile and flexible: You thrive in a fast-paced, early-stage startup environment—moving quickly, learning from failures, and making data-driven decisions. • Education: Bachelor’s degree or equivalent work experience. • Previous product, technical, or customer support experience.
Benefits
• Top-tier Medical, Dental, and Vision benefits, including FSA • Life Insurance, AD&D, STD and LTD benefits • EAP & monthly wellness stipend for your physical and mental health • 401(k) retirement plan to save for your future • Paid Holidays, including a Winter Break for your rest and relaxation • New hire and monthly WFH office stipend to cultivate a better work environment • All-expenses paid company off-sites and free lunch bi-weekly at Company meetings • Learning & Development benefits for continuous learning • MacBook Pro or equivalent laptop for your productivity • Flexible WFH schedule to manage your personal obligations
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