Product Support Specialist
2 semanas atrás
What You\'ll Do
As a Product Support Specialist, you will be the first point of contact for our customers, providing prompt and effective support to resolve their issues and ensure they can successfully use the product. You will utilise your in-depth knowledge of the product to troubleshoot and guide customers through solutions, ensuring minimal disruption to their business operations. You will actively document and escalate more complex issues, collaborate with internal teams, and contribute to the continuous improvement of the product by sharing customer feedback and insights.
Responsibilities- Managing day to day customer queries via email, intercom and salesforce
- Analysing logs, diagnosing and resolving issues encountered by customers
- Delivering end-user training when required (over webinars and face to face).
- Becoming a product expert.
- Maintaining and writing online help articles.
- Collaborating with internal teams to fine-tune and enhance processes.
- Engaging with customers to understand specific needs and devising appropriate solutions
- Successfully tracking and maintaining Support KPIs and SLAs.
- Testing the product to identify and report issues.
- Performing testing on newly released features to ensure quality and stability.
- 2+ years experience in Customer Support, or onboarding, preferably for a SaaS company.
- Experience delivering end-user training.
- Experience with Salesforce or a ticketing system would be a bonus.
- Fluency in Portuguese is required.
- An ability to multi-task and effectively manage a number of tasks/projects
- Excellent English verbal and written communication is mandatory
- Familiar with AI technology or enterprise solutions is a plus.
- Global exposure, working with clients from across the globe and from varied industries
- Fully remote work
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