Product Support Specialist
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Job Description
Datarails is the financial planning and analysis platform that automates data consolidation reporting and planning while enabling finance teams to continue using their own Excel spreadsheets and financial models. Datarails integrates with the most popular accounting software ERPs and CRMs so all your data can be consolidated. Reduce risk make informed decisions and ensure stakeholders have the most reliable data at their fingertips. Transform your Excel into a lean mean FP&A machine.
We re looking for an experienced Product Support Specialist with a great eye for detail and a passion for technology to join our growing Customer Success team.
As our inbound Product Support Specialist you will take ownership of complex technical customer issues and collaborate crossfunctionally with the CS Product and R&D teams to provide bestinclass support and execute a welldesigned 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!
What Youll Do:
- Act as the initial point of contact for all Datarails related questions from both our customers as well as internal stakeholders via Zendesk (web form email and chat)
- Troubleshoot incoming issues providing a first response and subsequent followups 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.
- Proactively improve the product based on customer feedback by advocating for them in collaboration with the Product and R&D teams.
- Expand and refine the company knowledge base to empower users to independently resolve issues.
What We Offer:
- We offer a supportive agile creative work environment with brilliant colleagues!
- Competitive compensation ongoing recognition and a chance to learn contribute and develop your skills
- Opportunity to join a highgrowth industry a successful and scaling organization and an unmatched leadership team passionate about their employees!
Requirements :
- 13 years of experience in roles such as Product Support/Help Desk/Technical Customer Success in a SaaS environment
- Experienced with troubleshooting and problemsolving in a dynamic environment
- A customerfirst attitude and ability to breakdown complex concepts into digestible communications
- Understanding of the software development life cycle
- Solid experience in advanced Excel functions (formulas Vlookup Pivot Table Power Query and complex models)
- Experience with Zendesk and Jira or other support/project software a plus
- Good knowledge of Excel a big plus
- Finance background a plus
Remote Work :
Yes
Employment Type :
Fulltime
Employment Type
Full-time
