Product Support Specialist, Way

• The ideal candidate is a tech-savvy problem solver with excellent communication skills, eager to help clients maximize their use of the Way platform
• Problem-Solving Skills: Demonstrated ability to troubleshoot and resolve technical issues efficiently
• Communication Skills: Excellent verbal and written communication skills, with the ability to explain complex technical concepts in a clear and concise manner to non-technical users
• Customer Service Skills: A patient and professional approach to customer interactions, ensuring a positive support experience
• Startup Acumen: Thrives in an ever-evolving startup environment, embracing challenges, adaptability, and impact-driven problem-solving

Desirable

• We are seeking a Product Support Specialist to assist clients by leveraging Way for their experiential programming to drive ancillary revenue
• This role focuses on guiding clients to optimize their integration, ensuring smooth functionality on their branded websites while managing technical support inquiries to resolve any issues
• With a keen eye for detail, you’ll ensure a seamless experience for both Way clients and their guests, making it easy for travelers to discover and book with confidence
• Provide timely and professional assistance to clients via email and chat
• Diagnose and resolve platform, integration, and configuration issues by identifying root causes and replicating errors
• Support clients in customizing and troubleshooting CSS for a smooth integration experience
• Escalate issues appropriately to Product or Engineering and communicate status updates clearly
• Partner with the Customer Support Manager to maintain the Knowledge-Centered Support framework, contributing to all help-related resources
• Create and maintain internal troubleshooting resources, workflows, and FAQs to strengthen Support team autonomy and reduce repeat inquiries
• Use AI-enhanced support tools to diagnose issues more efficiently and provide accurate information with speed and consistency
• Relay to the Product team all client feedback and contribute to product improvements
• Collaborate with Engineering to refine and expand technical documentation that supports more independent issue resolution within Support
• Coordinate closely with Customer Success to ensure clear and consistent communication on Support cases within the CSM’s book of business