About the Role
This position involves delivering hands-on support to users encountering technical challenges, diagnosing problems, and guiding customers toward effective resolutions while maintaining high satisfaction standards.
Responsibilities
- Respond promptly to user inquiries about product functionality
- Diagnose and resolve technical issues reported by customers
- Document support cases with accurate and detailed information
- Escalate complex technical problems to engineering teams when necessary
- Guide users through troubleshooting steps via email or chat
- Maintain up-to-date knowledge of product features and updates
- Identify recurring issues and suggest improvements to reduce support load
- Collaborate with product teams to communicate user feedback
- Assist in creating and updating help center articles and FAQs
- Ensure all support interactions meet service level agreements
- Monitor support channels for new incoming requests
- Follow up with customers to confirm issue resolution
- Track metrics related to response time and customer satisfaction
- Onboard new users by explaining core product capabilities
- Support beta testers with guidance and issue logging
- Provide input for product documentation revisions
- Maintain confidentiality of customer data and accounts
- Adapt communication style to suit technical and non-technical audiences
- Work cross-functionally to align support processes with company goals
- Participate in training sessions to improve support techniques
- Assist with localization testing for non-English markets
- Report bugs with clear reproduction steps and environment details
- Validate fixes before closing support tickets
- Contribute to improving internal knowledge bases
- Support customers during peak usage periods and outages
Compensation
Competitive salary based on experience and location
Work Arrangement
Remote with flexible scheduling options
Team
Collaborative team focused on user success and product reliability
What We Value
- Empathy in every customer interaction
- Clear and concise communication
- Ownership of support cases from start to resolution
- Proactive identification of product improvement opportunities
- Reliability and consistency in daily work
Technology Stack
- Support handled through Zendesk
- Internal communication via Slack
- CRM managed in HubSpot
- Documentation in Notion
- Analytics tracked in Mixpanel
Not available for this position
