About the Opportunity
The organization is seeking a Product Support Representative to join its go-to-market team and help build its customer support function. In this full-time remote role based in the United States, the Product Support Representative will provide prompt, high-quality assistance, guide users through platform features, and partner with client firms to ensure ongoing platform success.
This role requires a work schedule of 2:00 PM to 11:00 PM Pacific Time.
Key Responsibilities
- Respond promptly and accurately to client assistance requests with a positive attitude.
- Deliver technical support by troubleshooting software platform issues via email, phone, or chat, investigating and reproducing issues, and coordinating with engineering to deploy fixes.
- Guide users through platform features and functionalities while providing best practices and tips for optimal utilization.
- Serve as a customer advocate by communicating client needs to internal engineering, product, and design teams to help inform the product roadmap.
- Facilitate client participation in beta feature deployments and maintain continuous feedback loops.
- Assist with customer database setup and template creation to support smooth onboarding and client retention.
- Author and update online help center resources, FAQs, and support documentation to enable customer self-service.
Required Qualifications
- 1 to 3 years of customer support experience, including 1 to 3 years in a customer-facing technical role such as technical support, implementation, solutions, or a combined support and engineering function.
- Professional experience in a startup or scale-up environment, managing broad responsibilities with limited documentation.
- Ability to work collaboratively and build mutual trust within a team environment.
- Strong bias toward action, with proven ability to own projects end-to-end and see them through to completion with minimal oversight.
- High adaptability and responsiveness to shifting processes and customer requirements.
Preferred Qualifications
- Proven track record of driving customer satisfaction and fostering long-term client relationships.
- Familiarity with integrating merge tags in Microsoft Office applications.