Bloomreach is seeking an Associate Product Support Specialist to support users of the Bloomreach Engagement platform during US or EMEA business hours. The role involves providing technical and product consulting, diagnosing issues, and helping clients with reporting, segmentation, campaigns, and analytics.
What You'll Do
- Provide consulting to Bloomreach Engagement users through live chat or other channels
- Answer product and technical questions about the Bloomreach Engagement platform and related technologies (Shopify, Google BQ, push notifications)
- Answer questions about different marketing-related topics (e.g. emailing)
- Help clients understand how to create reports, segmentations, campaigns, or analyses in their respective projects
- Diagnose requests and walk customers through the problem-solving process
- Refer the most specialized cases to experts
- Provide help to other consultants with advanced use-cases as an expert
- Work on rotations day/night for US business hours: Day shift: 9AM-5PM, Night shift: 5PM-1AM
- Work EMEA business hours: Day shift: 9AM-5PM
What We're Looking For
- Basic understanding of HTML, CSS, JS
- Problem solving skills (from identification to resolution)
- Analytical thinking and ability to learn quickly
- English language (advanced or native level)
- Interest in data analytics and online marketing
- Know how to communicate and build relationships over time with clients
- Previous work experience in a client facing role, support or in marketing
Nice to Have
- Understanding of the link between frontend and backend, network requests
- Basic understanding of programming (algorithms, conditions, cycles)
- More than 1 year of experience in SaaS company
Technical Stack
- Bloomreach Engagement
- Shopify
- Google BQ
- push notifications
- HTML
- CSS
- JS
- algorithms
- conditions
- cycles
Team & Environment
- Part of the Bloomreach Engagement Support Team
Benefits & Compensation
- Become an expert on the Bloomreach Engagement platform and help provide solutions for both clients and colleagues
- Provide immediate problem-solving to industry professionals
- Help build relationships with clients like Ebuyer, Sofology, River Island and help shape their attitude towards Bloomreach
- Identifying and resolving more advanced and non-standard tasks in the Bloomreach Engagement app
- Getting to the root of problems
- Cooperating with the Product team to improve the platform, with a possible career path leading to Product Manager
- Working closely with business consultants, technical consultants and Bloomreach Academy trainers by providing knowledge about the Bloomreach Platform
- A great deal of freedom and trust with no clocking in and out, no corporate rules, no long approval processes
- Flexible working hours to accommodate your working style
- Work virtual-first with several Bloomreach Hubs available across three continents
- Company events to experience the global spirit of the company
- Opportunity to take 5 paid days off to volunteer
- Participation in personal development workshops through the People Development Program
- Access to communication coach Ivo Večeřa for work-related communications & decision-making challenges
- Managers encouraged to participate in the Leader Development Program
- Annual $1,500 professional education budget for books, courses, certifications, etc.
- Employee Assistance Program with counselors for non-work-related challenges
- Subscription to Calm - sleep and meditation app
- DisConnect days - one additional day off each quarter to unwind
- Sports, yoga, and meditation opportunities
- Extended parental leave up to 26 calendar weeks for Primary Caregivers
- Restricted Stock Units or Stock Options depending on role, seniority, and location
- Participation in company performance bonus
- Employee referral bonus of up to $3,000 paid immediately after new hire starts
- Celebration of work anniversaries (Bloomversaries)
Work Mode
- Hybrid work model
- Locations: Czechia, Slovakia, Bratislava, Brno, Prague
- Flexible working hours, virtual-first with optional office space
Any unsolicited resumes/candidate profiles submitted through our website or to personal email accounts of employees of Bloomreach are considered property of Bloomreach and are not subject to payment of agency fees.
