Product Support Representative

This is a fully remote position, open to applicants in Connecticut, +28 more states.

📋 Description

• Provide assistance through phone, email, and live chat channels.

• Aid in technical troubleshooting, product utilization, onboarding processes, and subscription-related questions.

• Manage customer concerns from initial contact through to resolution.

• Establish clear expectations and ensure prompt follow-up.

• Record and escalate technical issues as necessary.

• Oversee and manage support queues to fulfill service level requirements.

• Collaborate with Sales, Customer Success, Engineering, and Finance teams.

• Relay customer feedback, trends, and insights to Tier 2 teams and leadership.

• Participate in initiatives and projects aimed at improving support operations and enhancing customer satisfaction.

• Propose ideas for continuous improvement.

⛳️ Requirements

• At least 1 year of experience in a customer support position within a SaaS environment.

• Proven experience assisting users via phone, email, and chat platforms.

• Strong aptitude for troubleshooting.

• Exceptional written and verbal communication abilities.

• Familiarity with cloud-based tools such as Microsoft Suite and OneDrive.

• Experience working across iOS, Android, and Windows platforms.

• Capability to handle multiple priorities while maintaining organization and a customer-centric approach.

• Team-oriented, responsible work ethic with a strong sense of integrity.

• Comfortable working with performance metrics such as CSAT, productivity, and quality standards.

• Availability to work during West Coast hours.

🏝️ Benefits

• Comprehensive benefits package.

• Potential inclusion of annual cash bonuses.

• Possibility of stock grants.

• Fully remote work environment.

• Opportunities to enhance skills and make a meaningful impact over time.

• In-person onboarding and/or in-person ID verification may be necessary.