Product Support Representative

About Edison Software: 

Edison builds award-winning consumer products including Edison Mail, the #1 independent mail app on the App Store, and OnMail, an ad-free, privacy-focused, modern email service. We empower consumers to solve their biggest problems in email.

As a team, we’re collaborative, engaged, and committed to continually improving as we serve our mission. None of us is on an island—we trust our teammates to lend a hand when we’re stuck, and our egos take a backseat to solution-seeking. We’re energized by tough problems and excited by the knowledge that each challenge warrants a unique approach. Finally, we’re always in a posture of learning. There is a lot we don’t know, but that doesn’t hold us back from attempting solutions.

About YipitData: 

Edison was acquired by YipitData to accelerate its mission of offering independent and privacy-focused products. YipitData is the leading market research and analytics firm for the disruptive economy. It recently raised $475M from The Carlyle Group at a valuation of over $1B.

For three years and counting, Yipit has been recognized as one of Inc’s Best Workplaces. We are a fast-growing technology company backed by Norwest Venture Partners and The Carlyle Group. Our offices are located in NYC, Austin, Miami, Denver, Mountain View, Seattle, Hong Kong, Shanghai, Beijing, Guangzhou, and Singapore. We cultivate a people-centric culture focused on mastery, ownership, and transparency.

Edison was acquired by YipitData in 2021 and is a California-headquartered enterprise. For any of Edison’s remote US openings, hired candidates may sit in Mountain View, CA (where Edison’s HQ is located), in NYC (where YipitData’s HQ is located), in one of YipitData’s office hubs (Austin, Miami, Denver, Seattle), or anywhere else in the US. Edison employees are subject to their local state and municipality's tax laws. Please note that we pay NYC-based salaries for US roles regardless of where employees choose to work.

About The Role:

In this role, you will provide exceptional support for the Edison App ecosystem, which includes products such as Edison Mail and OnMail. We use tools such as Slack, Jira, Zendesk, and Zoom to communicate with our users, work as a team, and partner across the organization to provide real product feedback from our users. 

Work Location: For any of Edison’s remote US openings, hired candidates may sit in Mountain View, CA (where Edison’s HQ is located), in NYC (where YipitData’s HQ is located), in one of YipitData’s office hubs (Austin, Miami, Denver, Seattle), or anywhere else in the US. Edison employees are subject to their local state and municipality's tax laws. Please note that we pay NYC-based salaries for US roles regardless of where employees choose to work.

Work Hours: We expect US West Coast work hours.

As Our Product Support Representative You Will:

• Deliver technical support for Edison product-based issues via email and chat platforms
• Achieve expert working knowledge of our products, meet set KPI targets, and complete tasks in a timely and effective manner
• Provide customized recommendations and solutions to customers on complex issues in user-friendly ways, enabling frictionless engagement with the product and maintaining high customer satisfaction scores
• Communicate customer reported issues internally and triage them to the correct team
• Document recurring issues to support product quality programs, product development, and to maintain agent resources

You Are Likely To Succeed If:

• You have a desire to advocate for the user and improve user experience, in part by living and breathing the product!
• You are excited about hardware/software or technology in general
• ​You have a background in retail/customer facing role(s) – the more, the better, especially in a managerial/key-holder role
• You have extensive background in email/CRM support (+2 for Zendesk knowledge)
• You have provided support in a public setting (e.g., on Twitter, Instagram, Reddit, Facebook)
• You are knowledgeable about workplace software including Slack, JIRA, App Store Connect, Google Apps

What We Offer:

Our compensation package includes comprehensive benefits, perks, and a competitive salary: 

• We care about your personal life and we mean it. We offer flexible work hours, flexible vacation, a generous 401K match, parental leave, team events, a wellness budget, learning reimbursement, and more!
• Your growth at YipitData is determined by the impact that you are making, not by tenure, unnecessary facetime, or office politics. Everyone at YipitData is empowered to learn, self-improve, and master their skills in an environment focused on ownership, respect, and trust.
• The annual base salary for this position is anticipated to be $60K ~ $70K. The final offer may be determined by a number of factors, including, but not limited to, the applicant's experience, knowledge, skills, and abilities, as well as internal team benchmarks. 

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity employer.

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