BriefCase
BriefCase

Product Support Specialist Job in Signeasy

Product Support Specialist

Signeasy 4+ weeks ago
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Job Summary

What you'll do:

  • First and foremost, dive head-first into support tickets when they come in via email or chat.
  • Resolve our customer's product issues and questions by providing appropriate solutions.
  • Troubleshoot, identify and escalate technical issues to the Technical Support Engineer. .
  • Identify sales/upsell opportunities through support interactions and pass them to our customer success team.
  • Apply churn reduction strategies to increase customer stickiness.
  • Respond to reviews on AppStore/Playstore.

How can you be successful:
You will find success and enjoy a sense of accomplishment by doing the following:

  • Achieve ~ 90% or higher CSAT on closed case surveys and quality assessments.
  • Become a true product expert and stay on top of our product roadmap.
  • Utilize support tools and resources to get the job done in the best way with the least supervision.
  • Proactively identify improvements to our product, identify bugs and otherwise determine high-impact opportunities to enhance the customer experience.
  • Be a continuous bar raiser.

How can you fit this role:
You will need to:

  • Demonstrate an incredibly high level of empathy, care, and patience.
  • Must love and be passionate about solving customer issues, both account level and technical in nature.
  • Strong communication skills - Must be an active listener. Articulates thoughts in a concise and clear manner both verbally and in written communication.

How can you be our ideal candidate:

  • 2+ years of experience as a product support specialist/engineer at a B2B SaaS company.
  • Experience using a helpdesk ticketing software.
  • Familiarity with the OKR framework and support OKRs.
  • Insane ability to run diagnostics by checking user logs and backend admin tools.
Experience Required :

Minimum 2 Years

Vacancy :

2 - 4 Hires

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