Product Support Expert
1 week ago
We are seeking a highly skilled and experienced Product Support Expert to join our team at Truein, a fast-growing B2B SaaS product company. This is an exciting opportunity for someone who is passionate about delivering exceptional customer service and has a strong background in technical support.
About the Role:
The Product Support Expert will be responsible for providing top-notch support to our customers, ensuring that they have a seamless experience with our product. This includes handling customer inquiries, troubleshooting issues, and collaborating with cross-functional teams to resolve complex problems.
Key Responsibilities:
- Provide timely and effective support to customers through various channels, including email, chat, and video conferencing.
- Work closely with the Onboarding and Customer Success team to ensure a smooth onboarding process and minimize support requests.
- Develop and maintain in-depth knowledge of our product, identifying areas for improvement and contributing to internal discussions around product enhancements.
- Collaborate with Product and Engineering teams to solve issues, improve processes, and ensure we are delivering solutions that meet our customer needs.
- Clearly document communications with customers within our case management system, providing outstanding customer service and high-quality technical responses.
Requirements:
- Bachelor's degree or equivalent experience in Computer Science or related field.
- 1-3 years of work experience in a customer-facing support role.
- Excellent troubleshooting, presentation, and documentation skills.
- Excellent verbal and written communication skills.
- Ability to prioritize issues based on complexity and severity.
- Result-oriented and has great attention to details.
- Strong empathy for customers and passion for growth.
- Flexibility with changing job duties and responsibilities.
- Experience in a B2B SaaS Product support role preferred.
What We Offer:
- Competitive compensation package and benefits.
- A fun and dynamic work environment with a talented team of professionals.
- The opportunity to grow and develop your career in a fast-paced and innovative company.
Truein is an equal opportunity employer committed to creating an inclusive environment for all employees.
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