Product Support Specialist, Granum

• A bachelor’s degree or equivalent experience
• Proven ability to diagnose, troubleshoot, and resolve technical issues for SaaS products
• Ability to apply sound judgment and product knowledge to deliver timely solutions
• Fast learner with a track record of mastering new technical tools and systems
• Skilled in providing professional, responsive, and technical assistance to business stakeholders (B2B support)
• Previous experience in a high-volume support/customer service role
• Analytical mindset with strong research and problem-solving skills
• Applicable technical writing skills
• The innate desire to serve others and implement solutions in a thorough, thoughtful, and timely manner
• The ability to multitask and prioritize trouble tickets as they come in
• Clear and concise communication skills
• A strong growth mindset and a desire to learn
• A natural puzzle solver

Desirable

• Reporting to the Senior Manager of Customer Support, we are looking for a Product Support Specialist (Customer Advocate T1)
• This role will field tier 1 customer inquiries by way of phone, email, chat, and our ticketing system across a range of products and services
• Directly troubleshoot customer issues and resolve them by implementing attainable solutions
• Evaluate and escalate bugs to development as they come to your attention inside the product
• Provide feedback to develop support processes. Your input will ultimately add value for our customers
• Apply technical writing skills in contributing to our growing knowledge bases (e.g. FAQs, Help Center, Training Material, Internal Documentation)
• Empathize with customers by taking ownership and reassuring them that you will resolve their issues in a thorough, thoughtful, and timely manner
• Work cross-functionally with other members within the organization