Product Support Specialist Job in Signeasy

What you'll do:

• First and foremost, dive head-first into support tickets when they come in via email or chat.
• Resolve our customer's product issues and questions by providing appropriate solutions.
• Troubleshoot, identify and escalate technical issues to the Technical Support Engineer. .
• Identify sales/upsell opportunities through support interactions and pass them to our customer success team.
• Apply churn reduction strategies to increase customer stickiness.
• Respond to reviews on AppStore/Playstore.

How can you be successful:
You will find success and enjoy a sense of accomplishment by doing the following:

• Achieve ~ 90% or higher CSAT on closed case surveys and quality assessments.
• Become a true product expert and stay on top of our product roadmap.
• Utilize support tools and resources to get the job done in the best way with the least supervision.
• Proactively identify improvements to our product, identify bugs and otherwise determine high-impact opportunities to enhance the customer experience.
• Be a continuous bar raiser.

How can you fit this role:
You will need to:

• Demonstrate an incredibly high level of empathy, care, and patience.
• Must love and be passionate about solving customer issues, both account level and technical in nature.
• Strong communication skills - Must be an active listener. Articulates thoughts in a concise and clear manner both verbally and in written communication.

How can you be our ideal candidate:

• 2+ years of experience as a product support specialist/engineer at a B2B SaaS company.
• Experience using a helpdesk ticketing software.
• Familiarity with the OKR framework and support OKRs.
• Insane ability to run diagnostics by checking user logs and backend admin tools.