Product Support Specialist
About The Position
As the face of our brand and the first-line support for our customers, you will become an expert on our customers in the real estate industry and on the quickly developing InvestNext suite of products and services. A willingness to troubleshoot ambiguous issues, an ability to connect empathetically, and adaptability to a growing business are a must for this position. As part of a growing company, you will be expected to take ownership of your work and have opportunities to help shape the team, product, and company. The Product Support team at InvestNext is a passionate, driven group committed to delivering exceptional customer support. We take pride in helping our customers succeed, constantly seeking opportunities to learn, grow, and enhance both our skills and the customer experience. As a team, we wear many hats, adapt to challenges, and collaborate to improve our processes and software. Beyond work, we enjoy lively brainstorming sessions, sharing our hobbies, and bonding over our love for animals and plants. We celebrate our unique perspectives while appreciating what brings us together, fostering a supportive and dynamic team culture.
Requirements
- Have 2+ years of customer support experience in a SaaS environment
- Excel at communicating effectively across various channels, including chat, email, phone, and video calls.
- Thrive in troubleshooting ambiguous or complex issues, leveraging your analytical and problem-solving skills to find solutions.
- Are proficient in support tools and platforms like Zendesk, Intercom, Salesforce, or similar systems, and can effectively manage workflows to improve response times.
- Are self-motivated and eager to learn, quickly adapting to new tools, technologies, and the evolving demands of a growing company.
Responsibilities
- Monitor the support inbox and optimize workflows to drive down response time
- Communicate with customers via phone, email, chat, and video calls, determining the best method based on their needs
- Own CSAT scores, connecting with unsatisfied customers to provide a solution
- Monitor and own incoming customer reviews, following up where needed to improve a customer's experience
- Join the team stand-up to touch base and share priorities and any roadblocks.
- Troubleshoot issues that users experience and provide recommended solutions to the product development team
- Assist new customers with their transition onto the platform, including training and coaching
- Monitor self-serve customer resources (support articles and videos) to ensure they are in tiptop shape
- Assist with testing newly released features and developing training materials to help promote usage across customers
Benefits
- Fully remote work, within the US and Canada
- Robust 99% employer-paid medical, dental, and vision insurance
- 401k with 100% employer match, up to 4% of your annual salary
- Generous monthly allowance to support your wellness and remote work
- Uncapped paid time off, with a required minimum to support our team’s work-life balance and help avoid burnout
- 11 company-wide holidays per year
- 16 weeks of paid parental leave
- Travel to spend time with the team, including company-wide offsites
- Laptop of choice
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
