Senior Product Support Specialist, TripIt

Há 7 dias

São Leopoldo, Rio Grande do Sul, Brasil SAP Tempo inteiro
Job Overview

We are seeking a dedicated and customer-centric individual to join our team as a Senior Customer Support Specialist. As a key member and leader of our customer support team, you will play a crucial role in ensuring our users have a positive experience and receive timely assistance with any inquiries or issues they may encounter.

Responsibilities:
  • Customer Assistance: Provide expert-level assistance to TripIt users via various channels, including email and social media, ensuring prompt and friendly support. Handle escalated and complex customer inquiries with professionalism and efficiency.
  • Bug Troubleshooting: Proactively identify, diagnose, and report bugs, collaborating with Product and Engineering teams to expedite fixes and enhancements.
  • In-depth Product Knowledge: Develop and maintain an expert understanding of TripIt's features and functionalities to assist users effectively and provide accurate, insightful information. Stay updated on new product developments and ensure the team is informed about changes and enhancements.
  • Documentation: Lead in the creation and maintenance of product support documentation, FAQs, and knowledge base articles. Identify gaps in existing documentation and lead initiatives to fill those gaps, enhancing self-service resources for users.
  • Feedback Collection: Gather and report user feedback to the product and development teams to help improve the overall user experience. Advocate for user needs and preferences in cross-functional meetings, influencing product development priorities.
  • Collaboration: Work closely with other teams, including product, PR, engineering and marketing, to ensure a cohesive and positive user experience. Mentor Tier 1 and 2 support agents for skill enhancement. Lead by example, setting high standards for customer support and encouraging a culture of continuous improvement and excellence.
Requirements:
  • Customer Focus: A genuine passion for helping customers and providing excellent customer service.
  • Communication Skills: Strong written and verbal communication skills with the ability to convey technical information in an understandable manner.
  • Problem-Solving: Exceptional problem-solving skills and the ability to handle complex technical issues.
  • Team Player: Ability to collaborate with cross-functional teams and contribute to a positive work environment. Demonstrated ability to mentor and develop junior team members.
  • Adaptability: Comfortable working in a fast-paced and dynamic environment, adapting to changes and challenges.
  • Tech Savvy: Experience with support tools and platforms, and a proactive approach to adopting new technologies. Comfortable using and understanding complex internal and external digital tools and applications, including billing systems.
Qualifications:
  • Previous experience in a technical and/or end user support role is preferred.
  • Familiarity with travel management tools or platforms is a plus.
  • Bachelor's degree or equivalent work experience.

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