Product Support Specialist
Location
United States + 1 moreAll locations: United States, Canada
Posted
7 days ago
Salary
Not specified
Job Description
Role Description
We’re looking for an experienced Product Support Specialist with a great eye for detail and a passion for technology to join our Product Support team.
As our inbound Product Support Specialist, you will take ownership of complex technical customer issues and collaborate cross-functionally with the CS, Product, and R&D teams to provide best-in-class support and execute a well-designed customer experience.
If you are looking for a fantastic opportunity to join a growing startup with lots of room for growth and impact, we would love to meet you!
This position is 100% remote-based anywhere in the US and Canada to work in CS or MS time zones. No sponsorship or relocation assistance is available.
What You’ll Do
- Act as the initial point of contact for all Datarails-related questions from both our customers as well as internal stakeholders via Zendesk (chat, email and web form)
- Troubleshoot incoming issues, providing a first response and subsequent follow-ups to customers.
- Monitor incoming tickets, process, respond, and direct unresolved issues to the next level of support personnel.
- Support, and engage customers to deliver high customer satisfaction, advocacy, and loyalty.
- Expand and refine the company knowledge base to empower users to independently resolve issues.
Qualifications
- 2-4 years of experience in roles such as Product Support/Help Desk/Technical Customer Success in a SaaS environment, with a proven track record of driving customer satisfaction and resolving complex issues.
- Extensive experience with troubleshooting and solving advanced technical problems in a fast-paced dynamic environment.
- A customer-first attitude and ability to effectively explain complex concepts to non-technical audiences.
- Proactive mindset, with the ability to anticipate customer needs, identify potential issues, and suggest improvements to processes or the product.
- Deep understanding of the software development life cycle and familiarity with Agile methodologies.
- Advanced experience in Excel functions (formulas, Vlookup, and Pivot Table).
- Experience with Zendesk and Jira or other support/project software - a plus.
- Finance background - a plus.
Benefits
- A collaborative, team-oriented environment, the ability to own your schedule (work your local time zone), and the opportunity to grow at Datarails over many years
- Target salary is $85-110k USD annually, depending on skillset, years, relevance of experience, and location.
- Meaningful equity
- 401(k) plan with up to 4% match and HSA & FSA Options
- 100% paid medical, dental, and vision coverage for employees and 100% paid medical and 80% paid dental and vision coverage for dependents
- $540/year toward glasses, sunglasses, or contact lenses from XP Health for employees enrolled in any Guardian Vision plan
- Calm app membership
- Parental leave
- Flexible, unlimited sick time and PTO (we recommend 18-25 vacation days annually)
- 12 paid company holidays
- Life insurance
- CPA/CFA license renewal reimbursement
Job Requirements
- 2-4 years of experience in roles such as Product Support/Help Desk/Technical Customer Success in a SaaS environment, with a proven track record of driving customer satisfaction and resolving complex issues.
- Extensive experience with troubleshooting and solving advanced technical problems in a fast-paced dynamic environment.
- A customer-first attitude and ability to effectively explain complex concepts to non-technical audiences.
- Proactive mindset, with the ability to anticipate customer needs, identify potential issues, and suggest improvements to processes or the product.
- Deep understanding of the software development life cycle and familiarity with Agile methodologies.
- Advanced experience in Excel functions (formulas, Vlookup, and Pivot Table).
- Experience with Zendesk and Jira or other support/project software - a plus.
- Finance background - a plus.
Benefits
- A collaborative, team-oriented environment, the ability to own your schedule (work your local time zone), and the opportunity to grow at Datarails over many years
- Target salary is $85-110k USD annually, depending on skillset, years, relevance of experience, and location.
- Meaningful equity
- 401(k) plan with up to 4% match and HSA & FSA Options
- 100% paid medical, dental, and vision coverage for employees and 100% paid medical and 80% paid dental and vision coverage for dependents
- $540/year toward glasses, sunglasses, or contact lenses from XP Health for employees enrolled in any Guardian Vision plan
- Calm app membership
- Parental leave
- Flexible, unlimited sick time and PTO (we recommend 18-25 vacation days annually)
- 12 paid company holidays
- Life insurance
- CPA/CFA license renewal reimbursement
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