Product Support Specialist, Blend

• We are looking for an exceptional person to join this team – someone who regularly goes above and beyond to provide the best possible service and relevant solutions to our clients
• A detailed, organized and results-oriented mindset
• Excellent communication and soft skills in various mediums and audiences
• Ability to understand and troubleshoot complex issues to find root cause and a variety of potential solutions
• Experience with a support ticketing system – FreskDesk or Salesforce is preferred
• Experience articulating technical solutions and how they can solve client business problems to both technical and non-technical audiences
• Ability to act in a timely and sensitive manner to all customer inquiries
• Ability to think outside of the box and find creative ways to solve problems
• A work style that’s self-directed; you can work autonomously and as part of a team
• Flexibility – you can work weekends and holidays as needed based on business demands
• Ability to improvise and pivot plans rapidly when new information is being presented
• Experience testing and debugging issues prior to escalating to engineering and product
• Experience developing expertise in a maturing technical product that rapidly evolves
• A strong foundational sense of urgency and ability to prioritize effectively while managing tickets, meetings and projects
• Ability to communicate expectations proactively and appropriately to clients

Desirable

• Resolve Tier 1 and 2 incoming issues via email, chat and occasional live troubleshooting sessions via zoom
• Translate technical speak and troubleshooting steps into approachable and appropriate layman's terms for internal and external stakeholders
• Proactively communicate expectations and deadlines with accuracy and care to keep internal and external stakeholders aligned
• Assist clients with urgent needs and help usher them to the best solutions across our platform and business
• Help translate customer feedback into specific product requirements to advocate internally for improvements
• Continuously build upon and improve personal product knowledge through independent research and collaboration
• Develop expertise in relevant product areas in order to troubleshoot a diverse range of customer issues
• Become a Subject Matter Expert by learning Blend technologies through internal and external opportunities and self-study
• Learn and develop highly technical skills related to Postman APIs and SAML SSO issues
• Act as an escalation point for customers and escalate key issues internally for resolution
• Author knowledge base articles for internal and external use
• Work on various cross-departmental projects