Product Support Specialist

December 20, 2024

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GoLinks

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GoLinks is a platform that transforms long URLs into short, memorable links called GoLinks. The service enhances information access and collaboration across teams by allowing users to share these links instantly, organizing and maintaining resource accessibility within enterprises. GoLinks also features AI-powered search capabilities, integrations with various applications, and a library for team knowledge. It offers solutions for remote work, increasing productivity, and provides insights through analytics, ensuring data privacy and security. The platform is available on web browsers, iOS, and Android, making it accessible for teams everywhere.

productivity • saas • enterprise tools • b2b • link management

51 - 200 employees

☁️ SaaS

⚡ Productivity

🏢 Enterprise

💰 $27M Series A on 2022-02

📋 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