Product Support Analyst
Job Details
Skills And Tools:
Job Description
We're looking for passionate and driven individuals to challenge the status quo and deliver a phenomenal Product Support experience. You are a highly accountable self-starter with out-of-the-box thinking, excited about working in a fast-paced, constantly evolving startup environment in a key customer-facing role.
The Role
A Product Support Representative is the first point of contact for our customers when they report issues or need assistance navigating through our software. This role focuses on providing world-class service to our diverse customer base worldwide and resolving their issues through chat, video, and email support. Additionally, you'll be responsible for creating high-quality end-user documentation regarding Talkpush's features. You will address and resolve customers’ technical difficulties and product usage inquiries and provide consultative support and recommendations to help our customers be successful with their use of Talkpush.
Responsibilities
- Achieve proficiency in understanding Talkpush technically and in real-life applications.
- Offer world-class chat support according to agreed schedules:
- Attending to instructional queries.
- Attending to reported bugs through a system of replication and ticket creation.
- Monitoring, prioritizing and following up on tickets.
- Assist users with front-end tasks (IR ticket category).
- Categorizing each conversation type using the tools provided accurately.
- Identify client business needs through chat support conversations to relay this to the pertinent team through tickets or recommendations on team reports (weekly/monthly).
- Occasionally assist clients through live support/troubleshooting.
- Activate the Crisis Management Plan in the system during downtimes or errors affecting the client's business.
- Produce external documentation regarding the software’s features, enhancements, best practices, etc.
- Identify documentation gaps (edge cases, non-specified behaviors, missing content) and create actionable tickets for the team to complete.
- Update external documentation (text, image, video) according to the latest releases, changes in specs, UI design, etc.
- Translate external documentation.
- Process unconfirmed tickets.
Job Requirements
Qualifications:
- Previous Support roles in SaaS / CRM / Software solutions preferred.
- Fluent in English (a second and even a third language is always welcomed!).
- Excellent communication skills via different mediums, i.e., telephone, email, chat, and in-person.
- Superb writing skills.
- Ability to effectively manage issue prioritization.
- Ability to work remotely and collaborate with other team members in ensuring round-the-clock support coverage.
- Proven analytical and problem-solving capabilities.
- Maintains and improves the self-knowledge of Talkpush products.
- Always proactive and taking the initiative.
- Knowledge in Jira and Intercom preferred
