About the role
Responsibilities:
- Receive and triage incoming cases (email, phone, and web).
- Provide product support to clients related to technical and operational aspects of the product, including troubleshooting, educating on product features, and providing related product integrations (e. g., Salesforce, Jira, etc. ).
- Collaborate and communicate/escalate issues with other Product Support team members.
- Deliver a consistent, responsive, and satisfying customer experience at each touchpoint.
- Be responsible for the collation of key metrics/data points to enable reporting and analysis of customer satisfaction.
- Train customers in software platform basics and provide progressive guidance throughout the implementation and go-live process.
Requirements:
- 2 - 4 years of experience in a product support role.
- Strong verbal and written communication skills.
- Tech-savvy individual with a customer-first mentality and enthusiasm to build customer loyalty.
- Excellent organizational skills, a diligent working style, and an eye for detail.
- Excellent customer service and interpersonal skills.
- Very much open to working in the US shift.