Product support & Ops specialist

Goals

• Provide first-line support for customer inquiries related to our products, services and partners
• One of our key goals is to achieve a high satisfaction score from customers on support handling. This can be accomplished by providing prompt and accurate responses to customer inquiries, ensuring their issues are resolved effectively, and maintaining a positive and helpful attitude throughout the interaction.
• Reduce recurring support tickets by creating training material, help articles and working with the product and CS team on resolving root causes for recurring customer issues.

Expectations

• Collaborate across teams, including product, sales, and customer success, to address customer needs and resolve issues within defined SLAs both internal and external
• Assist in the implementation and maintenance of operational processes and procedures to streamline workflows and improve efficiency between US and Distributed team
• Monitor product performance (qualitative) and gather and analyze feedback from customers to identify areas for improvement
• Maintain accurate records of customer interactions and support activities using our internal systems
• Tech forward with a high level of interest in helping to maintain/improve technical integrations
• Contribute to the development of support documentation, training materials, and knowledge base articles for internal and external use
• Manage all customer mail (tax) to ensure it is completed and mailed in a timely fashion

Skills and Experience

• Demonstrated excellent communication skills (written and verbal)
• 2+ years product support
• 2+ year experience with CRM is a must, specific experience with Work with Hubspot, ChurnZero is a plus
• Proven analytical skills
• Enjoys working in ambiguous and frequently changing circumstances

Role: Hybrid at our Totem Lake office with in-office days minimum of Tuesday & Thursday

Salary 60-75K