First Line Product Support

7 days ago

Hyderabad, India Virtuoso Full time

**A bit About Us**
Virtuoso's mission is to enable and lead the world's quality-first revolution. The field of QA has not kept pace with the software industry's transition to CI/CD. We are fixing that.
Virtuoso has reimagined how software is tested by developing a game-changing platform that is already being used by the biggest names in software. We passionately believe that anyone should be able to create and maintain tests regardless of their technical skill, and that quality is a key driver for change and growth. The latest advances in AI and Machine Learning have been leveraged to produce test automation software that thinks like a human, empowers everyone to test, and for the first time delivers on the promise of codeless test automation. Achieving remarkable success has become a business-as-usual activity for us and we need to rapidly expand our team for that to continue to increase. Want to join the quality-first revolution? Then read on.

**About the Role**

As First Line Product Support you will be the first point of contact for our North American customers who need guidance on Virtuoso. You will advise customers on how best to use the product, guide users to supporting documentation and assist with troubleshooting in a timely manner.
So far, product support has been dealt with by the existing team on an ad hoc basis. This role is the first of its kind and processes are still being developed. Whilst there is plenty of assistance available for second line support, you will be the first person officially in the Support team and will help us grow the function.

**Duties will include**
Managing customer support through live chat in HubSpot.
Investigating product issues and raising defects with the Engineering team in GitHub.
Define customer requirements on enhancements and new features, raising requests with Engineering.
Be the voice of the customer internally and push for updates on important client issues.
Help improve our internal knowledge centre and external support documents including updating user guides and producing "how-to" videos.

**What we need from you**:
Have at least 3 years experience in customer facing product support roles.
Like to have your ideas listened to and are forthcoming with suggestions to improve the customer experience.
Comfortable in a startup environment where processes are not yet clearly defined.
Competent with technology and have a keen interest in the latest tech.
Passionate about providing an excellent customer experience and responding to customer needs quickly.
Confident in speaking on the phone and video calls to troubleshoot.
Excellent written and verbal communication skills.

You’ll be our rockstar if...
You have experience in the Testing space
You have a strong background in JavaScript and/or APIs
You have experience in hiring for and/or managing a support team

**Requirements**:
Please note the working hours for this role are 7:00pm IST to 3:00am IST in order to support our North American customers.

**Benefits**

**What's In It For You...**
- Competitive Package, include generous annual performance bonus
- Employee Share Options
- Share in the success of Virtuoso
- A defined, transparent, career path to more senior roles
- Remote/flexible working
- Private health insurance
- Training/personal development budget of a minimum of £500 per year
- Take your birthday as a holiday every year
- 22 Holiday allowance that increases by one day per year of service up to 5 years
- Employee Referral Scheme - we put money in your pocket for referring awesome people

LI-Remote

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