Rocketlane is looking to solve the business problem of empowering B2B companies with a smooth, consistent, and efficient way to onboard customers and manage client projects—reducing chaos and boosting customer satisfaction across industries.
Requirements
- A degree in a technology-related program
- 2 - 4 years of experience in a Product Support role
- Tech-savvy individual with customer-first mentality and enthusiasm to build customer loyalty
- Strong verbal and written communications skills
- Excellent organisational skills, diligent working style and an eye for detail
- Excellent customer service and interpersonal skills
Responsibilities
- Receive and triage incoming cases (email, phone, and web)
- Provide product support to clients related to technical and operational aspects of the product, including troubleshooting, educating on product features, and providing related product integrations (eg. Salesforce, Jira etc.)
- Collaborate and communicate/escalate issues with other Product Support team members
- Deliver a consistent, responsive, and satisfying customer experience at each touchpoint
- Be responsible for the collation of key metrics/data points to enable reporting and analysis of customer satisfaction
- Train customers in software platform basics and provide progressive guidance throughout the implementation and go-live process.
Other
- A degree in a technology-related program with 2 - 4 years of experience in a Product Support role
- Strong verbal and written communications skills
- Excellent customer service and interpersonal skills
- Very Much open to working in the US shift
- Comprehensive medical, dental, and vision coverage for full-time employees and their dependents
