Technical Product

4 weeks ago

Cambridge, United States Peak Support LLC Full time
Job DescriptionJob DescriptionDescription:

At Peak Support, we are passionate about delivering exceptional service to our customers and clients. As a rapidly growing services provider, we offer a wide range of services including customer support, sales operations, and business process outsourcing to high-growth companies. Our commitment to providing outstanding customer experiences and supporting our clients as they grow, and scale is at the heart of everything we do.


Our mission is to empower our team to innovate and deliver beyond expectations. We are seeking a Technical Product & Customer Support Specialist who embodies Peak Support's core values and shares our deep commitment to our clients and team members. If you are driven by a passion for excellence and want to be part of a dynamic, client-focused team, we would love to hear from you.


We offer:

  • Competitive compensation and excellent benefits.
  • Comprehensive training and development programs.
  • A fun, inclusive workplace culture.
  • Opportunities for personal and professional growth.


Ready to take the next step in your career?


We're seeking a Technical Product & Customer Support Specialist based in APAC to cater to European, APAC & African clientele, while also supporting & triaging all other queries.


As part of the growing Technical Product Support team, you’ll spend most of your time interacting directly with Enterprise Customers & self-serve user base and ensuring that they achieve success with our Conversational AI platform.


What you’ll do:


As a Technical Product Support Specialist, you will:

  • Act as an advanced support tier, addressing complex product or production-related issues faced by users, particularly catering to our European customer base during their business hours.
  • Master the ins and outs of our products, becoming a product advocate who can expertly navigate and resolve user inquiries—from a wide range of users, including enterprise-level developers to beginners crafting their first AI chatbot—ensuring their success with our platform.
  • Bridge the gap between our users and internal teams, providing crucial and timely insights to the Product team, escalating significant bugs to Engineering, and identifying potential churn risks for Sales.
  • Deliver exceptional support through email, live chat, and demos, adopting a customer-first mindset in all interactions.
  • Skillfully handle and resolve user inquiries, distinguishing between how-to questions and bug reports, and providing clear, actionable solutions.
  • Update and resolve customer requests efficiently, ensuring seamless communication with both customers and internal teams.
  • Act as a strategic liaison across the company, sharing insights with our Product, Engineering, and Sales teams to drive continuous improvement.
  • Identify the nature of user issues—differentiating between how-to questions and bugs—and address them accordingly, utilizing our debugging tools for thorough investigation.
  • Be on call for critical issues.


We’re looking for individuals with:

  • 2-4 years of experience in a technical support role, ideally within a SaaS environment.
  • Proficiency in English (spoken, written, and reading) at a CEFR Level C2 / ILR Level 5, with strong written and verbal communication skills.
  • Familiarity with Zendesk, Intercom, or similar ticketing systems.
  • A customer-centric approach, with a talent for empathetic and effective communication.
  • Excellent problem-solving skills, comfortable navigating ambiguity in a fast-paced setting.
  • Strong written and verbal communication skills, capable of simplifying complex issues for a diverse audience.
  • Experience in or a strong interest in SaaS products, design, startups, and their user communities.
  • A commitment to continuous improvement, always seeking ways to optimize processes and solutions.

What will help you excel in this role:

  • Familiarity with Functions, Javascript and/or React.
  • Familiarity with API documentation and experience integrating APIs, such as FETCH data, POST data etc.
  • A background in creating technical documentation and processes – systems thinking is ideal.
  • Experience collaborating across teams or with customers directly. You love understanding customer needs and get satisfaction out of being extremely helpful.
  • You have a constant improvement mindset and think of ways to make things easier and better.
  • You enjoy learning new topics and are eager to embrace new product developments, particularly in AI, NLU, LLM and API/Code.
Requirements:


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