Product Support Representative

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Respond promptly and accurately to customer inquiries for assistance.

• Offer technical support for Fieldguide’s platform through email, phone, or chat.

• Troubleshoot, investigate, replicate, and resolve technical issues, collaborating with Engineering as necessary.

• Guide customers through the features, functionality, tips, and best practices of the Fieldguide platform.

• Represent customer interests and convey their needs to Engineering, Product, and Design teams.

• Assist customers in participating in the deployment of beta features and facilitate feedback loops.

• Aid in setting up customer databases and creating templates during the onboarding process.

• Contribute to and refresh online help resources, FAQs, and support documentation.

⛳️ Requirements

• 1–3 years of experience in customer support.

• 1–3 years in a customer-facing technical role; experience in support, implementation, solutions, or a combination of support and engineering is considered.

• Experience in a startup or scale-up environment.

• Demonstrated history of enhancing customer satisfaction and building long-term client relationships.

• Capability to work with incomplete documentation and take on multiple responsibilities.

• Proactive attitude with the ability to manage projects from start to finish with minimal supervision.

• Flexibility to adapt to evolving processes and customer requirements.

• Comfortable working from 9am to 6pm GMT.

• Familiarity with merge tags in Microsoft Office applications is a plus.

🏝️ Benefits

• Equity.

• Remote-first work environment.

• Flexible work arrangements from anywhere (subject to role location requirements).

• Emphasis on work-life balance.

• An inclusive and supportive team culture.