Product Support Representative - Remote

Overview

We are seeking an enthusiastic and experienced, customer-focused problem-solver Product Support Representative to join our Social Commerce Marketplace. You will provide initial contact and screening of all inbound technical support interactions relating to our platform with end users both internal and external.

In Short

• Serve as the Tier 1 point of contact to our end users concerns or questions.
• Obtain and examine all relevant information to assess validity of problems.
• Run playbooks and utilize troubleshooting techniques.
• Open and update tickets in the customer service platform.
• Collaborate with other departments on reported issues.
• Provide first contact resolution whenever possible.

Requirements

• 2+ years' experience in software support or customer service roles.
• Outstanding written and verbal communication skills.
• Ability to analyze information and determine appropriate next steps.
• Technical adaptability and ability to learn new software easily.
• Comfortable using reporting tools and platform administration functionality.
• Experience with software troubleshooting abilities.
• Ability to modify communication style to meet end user needs.
• US based resident or citizen.

Benefits

• Competitive compensation package inclusive of base salary, incentive pay, and stock options.
• Incentive awards based on individual performance.
• Opportunity to earn sales incentives based on revenue.