Product Support Specialist - Remote

Overview

Datarails is the financial planning and analysis platform that automates data consolidation, reporting, and planning while enabling finance teams to continue using their own Excel spreadsheets and financial models. Datarails integrates with the most popular accounting software, ERPs, and CRMs, so all your data can be consolidated. Reduce risk, make informed decisions, and ensure stakeholders have the most reliable data at their fingertips. Transform your Excel into a lean, mean, FP&A machine.

We are a leading FinTech company headquartered in NYC and Tel Aviv with over $100 million in funding and have been awarded #1 most promising global startup by Globes and 65+ leading VCs, as well as best paying & mid-sized companies to work for in NYC by Built-In.

In Short

• Act as the initial point of contact for all Datarails-related questions from both our customers as well as internal stakeholders via Zendesk.
• Troubleshoot incoming issues, providing a first response and subsequent follow-ups to customers.
• Monitor incoming tickets, process, respond, and direct unresolved issues to the next level of support personnel.
• Support, and engage customers to deliver high customer satisfaction, advocacy, and loyalty.
• Expand and refine the company knowledge base to empower users to independently resolve issues.

Requirements

• 2-4 years of experience in roles such as Product Support/Help Desk/Technical Customer Success in a SaaS environment.
• Extensive experience with troubleshooting and solving advanced technical problems.
• A customer-first attitude and ability to effectively explain complex concepts to non-technical audiences.
• Proactive mindset, with the ability to anticipate customer needs.
• Deep understanding of the software development life cycle and familiarity with Agile methodologies.
• Advanced experience in Excel functions (formulas, Vlookup, and Pivot Table).
• Excellent communication skills, both written and verbal, in English.
• Experience with Zendesk and Jira or other support/project software - a plus.
• Finance background - a plus.

Benefits

• Target salary is $75-90k annually, depending on skillset, years and relevance of experience, and location.
• Top-of-the-line healthcare with 100% paid coverage for you and 80-100% paid coverage for your dependents.
• 12 paid company holidays/year + sick leave, flexible/unlimited vacation, and parental leave policy.
• 401k with up to 4% match, or 4% RRSP contributions for our Canadian employees.
• Life insurance.
• Equity.
• Perks include: mental health & wellness services, HSA + FSA options, commuter benefits for hybrid employees.