Product Support Specialist

4 weeks ago

bangalore, India Zomentum Full time
About Zomentum:
Zomentum is a Partner Ecosystem Management platform that enables SaaS companies and channel partners to win more, together. We nurture a strong, trusted Partner Ecosystem, revolutionizing the SaaS selling process.
FOR PARTNERS: Zomentum reduces complexity of the sales, quoting & billing process, eliminating numerous tools with one modern platform built for the
Partners.
FOR SAAS VENDORS: Zomentum enables B2B SaaS vendors to grow partnerships into a major acquisition channel by integrating channel partner GTM motion into their
existing sales motion.
With this, SaaS vendors get revenue visibility and predictability from partnerships and become a vendor of choice for the partners. Partners save their time by automating workflows and maximizing their profits.
Achievements:
1. Investment - In February 2021, Zomentum raised $13 million in Series A funding from leading investors, including Accel Partners, Elevation Capital,. Total funding raised is $17 million.
2. Awards & Recognition - Zomentum's Revenue Platform has not only garnered the support of the investment community, but it is also quickly becoming a channel partner’s favorite, earning a range of accolades from channel partners, including:
Top 10 Vendors of the year - ASCII Cup 2022
Best Revenue Booster award - The20 Vision Conference 2022
CRN’s 10 Hottest SaaS startup of 2022
The ChannelPro Network Readers' Choice Award for Best Sales and Marketing Automation 2021
Best Solution Presentation 2021 by The ASCII Group community of independent North American IT MSPs, VARs and solution providers
Best Market Opportunity 2021 by The ASCII Group
Most Innovative Solution 2020 by The ASCII Group
2021 ASCII Cup Vendor of the Year
3. Revenue & Scale - Zomentum has experienced exponential growth, recording 10X increases in revenue year over year
4. Acquisition - To bolster platform functionality and further expand its European presence, the company has acquired Belgium-based Goolash , a billing reconciliation tool that captures lost revenue from unsynced client licenses.
Team
Founders:
Shruti Ghatge (CEO): ex-Accel, Exfinity Venture and Credit Suisse￨ IIT Kharagpur
Rahil Shah (CTO): ex-Twitter, Rubrik￨IIT Bombay
Core Team:
Strong product and tech team with experience across reputed tech organizations (Adobe, Freshworks, Microsoft, Chargebee)
Experienced business team (Linkedin, Browserstack, Chargebee) from top universities (ISB, University of Michigan, BITS Pilani)
Industry veterans and ex-channel partners based out of United States, United Kingdom and Europe
About the job
As a Product Support Engineer at Zomentum, you will have a vital role in ensuring the seamless operation of our products and providing exceptional support to our valued partners. Your responsibilities will include troubleshooting technical issues, assisting partners with their inquiries, and collaborating with cross-functional teams to deliver effective solutions. The ideal candidate should have a minimum of 1+ years of experience in a product support role and possess the following skills and qualifications:
Responsibilities:
Resolve partner issues by conducting research, troubleshooting, and problem-solving.
Cultivate positive partner relationships by providing assistance with a partner-centric approach.
Assist partners in maximizing the value of our services.
Identify and report product issues, conducting tests and user simulations if required.
Collaborate closely with technical teams to ensure exceptional partner experiences.
Act as a partner advocate, gathering feedback and conveying requests to Product Management and Development.
Develop informative internal and external knowledge resources.
Efficiently manage time to prioritize partner satisfaction.
Share best practices with team members to enhance process quality and efficiency.
Ensure partner satisfaction at every interaction.
Meet team metrics and quality standards set by management.
Log software defects and collaborate with developers to track them to resolution.
Collaborate with the product management team to enhance the product based on partner input, reported issues, and emerging technologies.
Qualifications:
1. Exceptional Communication Skills:
Communicate effectively with partners through various channels such as Zoom, Google Meet, email, and chat.
Create clear and concise written responses for partner inquiries and issues.
Proficient in crafting KB articles for clients and SOPs for internal use.
2. Troubleshooting Expertise:
Proficiency in troubleshooting UI and network logs to swiftly identify and resolve technical issues.
3. Tool Proficiency:
Hands-on experience with chat and ticketing tools.
Familiarity with tools like MongoDB/MongoDB Compass and Jira.
Sound knowledge of Postman API for testing and debugging.
Familiarity with logging tools such as Datadog or Greylog is an advantage.
4. Shift Flexibility:
Willingness to work rotating shifts, primarily during US hours, is imperative for this role
5. Experience:
Minimum of 1-3 years of experience in a product support role.
Bachelor's degree in Computer Science, Information Technology, or a related field is preferred.
Immediate availability or ability to join within 15 days.
Benefits/Perks
People-centric culture, Great Place to Work certified.
Saturdays and Sundays off, enjoy your weekend off with your friends and family.
Health Insurance coverage for you and your family.
Flat hierarchy, your ideas, and feedback are heard and acted upon.
Location: Bangalore - Hybrid

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