About the Role
We're seeking a Product Support Specialist to join our team. Our Product Support team proactively and reactively solves customer issues while advising on best practices to deliver tangible results.
In this role, you'll help customers navigate the Xtremepush platform, investigate reported issues, and provide clear, effective communication. You'll become an Xtremepush expert, using your knowledge to solve challenges and offer creative solutions tailored to customer needs and goals.
Key Responsibilities
* Provide customer support for our multi-channel platform, primarily via email through support tickets.
* Become an expert on how to best utilise the Xtremepush platform.
* Use your technical skills to perform in-depth troubleshooting, across multiple technologies such as rest APIs, JavaScript, HTML, CSS, etc.
* Monitor and handle urgent customer issues and escalate when necessary.
* Advise and guide customers in implementing their use cases.
* Partner with the account management, product development, and technical operations teams to help improve our customer experience.
* Provide platform training sessions when necessary.
* Help test new platform features and updates.
* Assist with identifying and writing missing user documentation.
Your Experience and Qualifications
* Educated to a degree level, preferably in a technical subject.
* 2–3+ years' experience in user support and/or customer success, preferably for a SaaS marketing, data, or multi-channel platform.
* Experience working with one or more of the following:
o Marketing platforms.
o Email marketing campaigns.
o Web technologies.
o Rest APIs.
o Mobile development (iOS, Android).
o Technical and/or instructional writing.
* Excellent and empathetic customer-facing communication skills.
* Passion for providing solutions and customer service.
* Experience with Zendesk, or similar support ticketing systems.
* Not afraid to embrace challenges in a supportive and encouraging environment.