Product Support Specialist
About The Position
Come build the future of finance with Datarails. We're a global, AI-powered FinanceOS company helping finance teams transform the way they work. By combining intelligent automation, AI, and seamless integrations with the tools finance teams already know and trust, we empower organizations to make faster, smarter decisions with confidence. With approximately 350 employees worldwide, we're building the next generation of finance technology - where innovation, collaboration, and customer success go hand in hand. We’re looking for an experienced Product Support Specialist with a great eye for detail and a passion for technology to join our Product Support team. As our inbound Product Support Specialist, you will take ownership of complex technical customer issues and collaborate cross-functionally with the CS, Product, and R&D teams to provide best-in-class support and execute a well-designed customer experience. If you are looking for a fantastic opportunity to join a growing startup with lots of room for growth and impact, we would love to meet you! This position is 100% remote, based in the Pacific Time Zone in the US. No sponsorship or relocation assistance is available.
Requirements
- 2-4 years of experience in roles such as Product Support/Help Desk/Technical Customer Success in a SaaS environment, with a proven track record of driving customer satisfaction and resolving complex issues.
- Advanced experience in Excel functions (formulas, Vlookup, and Pivot Table).
- Extensive experience with troubleshooting and solving advanced technical problems in a fast-paced dynamic environment.
- A customer-first attitude and ability to effectively explain complex concepts to non-technical audiences.
- Proactive mindset, with the ability to anticipate customer needs, identify potential issues, and suggest improvements to processes or the product.
- Deep understanding of the software development life cycle and familiarity with Agile methodologies.
Nice To Haves
- Experience with Zendesk and Jira or other support/project software - a plus.
- Finance background - a plus.
Responsibilities
- Act as the initial point of contact for all Datarails-related questions from both our customers as well as internal stakeholders via Zendesk (chat, email and web form)
- Troubleshoot incoming issues, providing a first response and subsequent follow-ups to customers.
- Monitor incoming tickets, process, respond, and direct unresolved issues to the next level of support personnel.
- Support, and engage customers to deliver high customer satisfaction, advocacy, and loyalty.
- Expand and refine the company knowledge base to empower users to independently resolve issues.
Benefits
- A collaborative, team-oriented environment, the ability to own your schedule, and the opportunity to grow at Datarails over many years
- Meaningful equity
- 401(k) plan with up to 4% match and HSA & FSA Options
- 100% paid medical, dental, and vision coverage for employees and 100% paid medical and 80% paid dental and vision coverage for dependents
- $540/year toward glasses, sunglasses, or contact lenses from XP Health for employees enrolled in any Guardian Vision plan
- Calm app membership
- Parental leave
- Flexible, unlimited sick time and PTO (we recommend 18-25 vacation days annually)
- 12 paid company holidays
- Life insurance
- CPA/CFA license renewal reimbursement
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
