Product Support Specialist - Americas - Remote

Overview

The Product Support Specialist role involves providing exceptional support to customers in North America, particularly focusing on complex product inquiries and technical troubleshooting.

In Short

• Provide world-class support to customers in North America.
• Work primarily on complex integration troubleshooting and workflow instructions.
• Engage in projects to improve team efficiency and customer experience.
• Cover weekend shifts with a Sunday through Thursday schedule.
• Collaborate with the Engineering Team to enhance support processes.
• Emphasize ownership and principled thinking in problem-solving.
• Focus on customer delight and thorough communication.
• Participate in a thorough interview process to ensure a good fit.
• Engage in a comprehensive onboarding process to learn the product.
• Contribute to a diverse and inclusive workforce.

Requirements

• Experience in customer support, preferably B2B.
• Strong problem-solving and technical skills.
• Ability to handle complex product inquiries.
• Excellent communication and attention to detail.
• Curiosity and a proactive approach to finding solutions.
• Willingness to work remotely and manage one's own motivation.
• Comfortable with rapid product evolution and complexity.
• Ability to work collaboratively with a small team.
• Experience with technical troubleshooting is a plus.
• Strong sense of ownership and principled decision-making.

Benefits

• 10-year exercise window for stock options.
• Unlimited PTO with a recommendation of four weeks per year.
• Twelve weeks of fully paid family leave in the US.
• Generous budget for equipment and office furniture.
• $100/month education budget for personal development.
• Comprehensive health insurance coverage for employees and dependents.