CreditXpert Inc. is looking for a client-centric product support specialist with an entrepreneurial mind and a passion for providing exceptional service to conduct ongoing client support and onboarding, collaborate with cross-functional teams to escalate and resolve issues, and serve as the primary point of contact for all product-related inquiries.
Requirements
- 2+ years of relevant product support and/or onboarding experience preferred.
- Ability to identify and resolve complex technical issues and work collaboratively across cross-functional teams.
- Experience with Zendesk highly preferred.
- Experience with Jira, HubSpot and Pendo is a plus.
- 2+ years of relevant product support and/or onboarding experience for a Software as a Service (SaaS) product
- Has a keen eye for details in a technical setting
Responsibilities
- Serve as primary point of contact for clients’ product-related inquiries and issues through our customer support platform.
- Diagnose and troubleshoot technical problems, providing timely solutions and resolutions.
- Collaborate with the product team to escalate and resolve complex technical issues.
- Proactively identify opportunities to create self-service support materials, enhance clients’ product usage and satisfaction.
- Gather and relay client feedback to the product team for continuous improvement.
- Assist in maintaining up-to-date knowledge base articles and in-product guides.
- Adhere to all customer support processes and documentation to ensure efficient and effective delivery of support services.
Other
- client centric, product support specialist with an entrepreneurial mind and a passion for providing exceptional service.
- Excellent communication and collaboration skills with the ability to follow client narratives, understand their point of view and communicate complex technical information to non-technical audiences.
- Ability to manage multiple client interactions simultaneously, prioritizing requests to efficiently manage your workload while meeting SLAs.
- Adaptable to a fast-paced and evolving environment.
- Self-motivated and able to work independently as well as part of a team.
