Product support

3 weeks ago

Kirkland, Washington, United States Formations Full time

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

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