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🚀 What’s the opportunity?

We are looking for a product support specialist to provide an amazing support experience for our customers. This role will be on the front lines with our customers: listening to pain points, troubleshooting issues, and helping resolve any problems that may spring up. As a support representative, you will also have the chance to interface closely with our product and engineering teams to help guide the roadmap based on the trends you are seeing.

🔧 What will I be doing?

- Answering questions and troubleshooting issues on chat and email via our support ticketing system

- Becoming a technical expert across our product and adjacent technologies like SSO, Salesforce, and Slack

- Working closely with product and engineering to escalate any high-priority issues and trends

- Have the opportunity to experience a fast-paced startup environment

- Shift Hours: 8am - 5pm PT (9am - 6pm MT)

💡 What skills do I need?

- 2 to 4 years experience in a support related role for a software product (enterprise SaaS a plus)

- Strong technical and written skills

- Ability to multitask (e.g., maintain several live chat conversations while navigating on the computer and taking notes) and perform well in a fast-paced environment

- Experience with Intercom, Zendesk, Salesforce

- Ability to communicate complex concepts to customers

- Process-driven and having attention to detail

- Eagerness to respond to tickets to ensure that all SLA response times are met

- Empathy for customers and diligence to resolve problems to provide customer satisfaction

- Passion for the startup experience