Product Support Representative - Remote

Overview

The Product Support Representative role will provide exceptional support for the Reclaim platform. We use tools such as Slack, Intercom, Zoom and Linear to communicate with our users, work as a team, and partner across the organization to provide real product feedback from our users. Depending on the needs of our customers, you may be required to work some weekends and holidays.

In Short

• Deliver technical support for Reclaim based issues via Intercom and Zoom.
• Achieve expert working knowledge of Reclaim, meet set KPI targets, and complete tasks in a timely and effective manner.
• Provide customized recommendations and solutions to customers on complex issues in user-friendly ways.
• Communicate customer reported issues internally and triage them to the correct team.
• Document recurring issues to support product quality programs and maintain agent resources.
• Drive projects that systematically improve customer experience in alignment with CX strategy.

Requirements

• 4+ years of work experience in a technical support and customer facing role.
• Possess the technical acumen to leverage internal tooling to troubleshoot customer issues.
• Demonstrate strong communication skills and convey complex technical information effectively.
• Ask open-ended questions to get to the root of the matter and exercise analytical skills.
• Team player with a willingness to seek feedback and continuously learn.
• Excel in an ambiguous and changing environment with a focus on business outcomes.
• Good judgment and ability to maintain confidentiality of sensitive customer data.
• Show real passion for products and creating extraordinary customer experiences.

Benefits

• Competitive salary range based on experience and location.
• Opportunity to work remotely.
• Supportive team environment.
• Continuous learning and development opportunities.