We are seeking a Product Support Specialist who is passionate about delivering a WoW experience to customers. As a product support guru, you will be the initial point of contact for our customers, providing empathetic, fast, and accurate technical support through various channels. You will dive deep into our product to troubleshoot and resolve inquiries, collaborating constantly with customers and internal teams to ensure their success with our data integration solutions.

Responsibilities:

Customer Engagement & Resolution: Serve as the initial point of contact for customers, understanding their technical and application-related inquiries, and delighting them with fast, complete, and accurate solutions.
Multi-Channel Support: Provide comprehensive technical support through various communication channels, including email, phone, live chat, and forums, ensuring accessibility and timely responses.
Issue Ownership: Take full ownership of customers technical and product issues from the initial report through to complete resolution. Maintain consistent communication with customers, providing regular updates on progress until the issue is resolved to their satisfaction.
Cross-Functional Collaboration: Constantly collaborate with Customers, Engineering, and Product Management teams to effectively manage customer inquiries and escalate priority issues when necessary, ensuring a coordinated approach to problem-solving.
Product Expertise: Become a deep product expert, capable of intelligently articulating the value and usage of every part of the system. Develop a thorough understanding of all business applications that we integrate (e.g., Shopify, QuickBooks, etc.).
Best Practice Delivery: Deliver best practices to customers, helping them improve their overall automation across various cloud applications and actively contributing to their success stories.

Required Skills:

Customer Service Excellence: Excellent customer service skills, including the ability to carefully listen, demonstrate empathy, provide accurate responses, and maintain a strong sense of urgency.
Technical Support Experience: Proven technical support experience, providing assistance via email, live chat, and/or phone.
Product Deep Dive: Strong desire to dive deep into products, learn them inside out, and effectively teach product usage to others.
Troubleshooting & Problem Solving: Excellent skills in requirement gathering, troubleshooting, and problem-solving, capable of dissecting complex issues.
Flexibility: Flexibility with work hours to provide support across different time zones (e.g., EU and US hours).
Communication: Excellent organizational, written, and oral communication skills.
Technical Basics: Basic understanding of web-based software, UNIX, HTML, XML, and JSON.

Product Support Specialist - Data Integration Company