Product Specialist - Phone Support
September 22
Description
• Understand and act as a first point of contact for Hearsay products and applications • Own the customer experience by effectively prioritizing and addressing support-related questions via the phone and Zendesk ticketing solution • Liaise with the Customer Success, Engineering, and Product teams to pass along customer feedback, account trends, and escalating and quickly resolving issues • Comfortable with ambiguity and working alone on tough assignments • Willingness to proactively act, without being asked to help • Ability to maintain composure and customer focus while troubleshooting and solving technical issues • Consistently attain Hearsay's target customer satisfaction score • Maintain SLAs • Maintain a thorough knowledge and understanding of the Hearsay platform across the organization and down to individual clients • Execute our support strategy and build stellar relationships with our customers • Demonstrate deep execution focus by achieving quarterly goals at the team level • Focus on continuous team improvement by onboarding new team members providing and receiving specific feedback
Requirements
• At least 3 years of relevant technical support experience within the B2B, SaaS, and/or FinTech industry assisting Enterprise customers of Fortune 1000 companies via phone. • Experience with APIs, Implementation Management and/or Project Management desired. • Successful record of going above and beyond your job description to better our relationships with customers and vendors • Understand and use common social media and digital tools as well as demonstrate an ability to triage applications at an in-depth level • Can easily navigate customers through a variety of complex and technical obstacles • Excellent prioritization skills and an ability to make decisions quickly • Real passion for customer service and a rare ability to understand enterprise customer needs • You care about your work and you strive to deliver in a timely manner • Knowledge of Zendesk, JIRA, Looker, and Intercom a plus • Stellar verbal and written communication in English • Ability to think on one's feet and find creative solutions at an application and account level • Excellent teammate with a positive attitude and a strong sense of self-direction and the ability to work across all internal teams and influence coworkers • Amenable to working between 9:00PM to 9:00AM Manila Time
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