Product Support
3 days ago
Job Description
Provide frontline product support for HomeLane’s flagship design platform, **Spacecraft**, resolving user queries and ensuring a seamless experience for our internal and external stakeholders. Collaborate closely with product, design, and technology teams to drive improvements, capture feedback, and advocate for user needs.
**Key Roles & Responsibilities**:
- Act as the first line of support for Spacecraft users, addressing their issues in a timely and professional manner.
- Troubleshoot user queries related to design workflows, tool functionalities, and integrations.
- Liaise with product and engineering teams to escalate and track bugs or feature requests.
- Develop and maintain documentation, FAQs, and knowledge base articles to help drive self-service adoption.
- Train and onboard new users on Spacecraft features, processes, and best practices.
- Gather user feedback proactively and share actionable insights with the product team to improve user experience.
- Maintain high standards of responsiveness and problem resolution, ensuring SLAs are met.
- Monitor key support metrics and work towards continuously improving them.
- Contribute to initiatives that enhance the adoption and performance of Spacecraft across the organization.
- Participate in periodic reviews and improvement projects to optimize the support process.
Job Requirement
**Eligibility**:
- Internal employees currently designated as **Design Associate (DA)** or **Junior Design Consultant.**:
- Good communication and problem-solving skills
- Familiarity with Spacecraft (Must have)
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