Product Support Specialist

February 23

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FloQast

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FloQast delivers workflow automation created by accountants for accountants.

Accounting • SaaS • Internet • Closing Software • Reconciliations

501 - 1000

💰 $110M Series D on 2021-07

Description

• Take ownership of reported customer issues, utilizing Zendesk ticketing system and internal tools to triage, troubleshoot, resolve, and effectively communicate solutions to clients via email, screenshot, screen share, etc. • Collaborate internally with Product Support and Customer Success peers, utilizing dedicated Slack channels and internal tools to collectively resolve technical inquiries • Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams (R&D, Product Support Management, Accounting Success Management, Professional Services, Expert Services, Account Management, etc.) • Lead or assist with special client projects alongside Customer Success peers like Accounting Success Management, Expert Services, Integration Support, etc. • Serve as dedicated Subject Matter Expert (SME) on assigned product(s) and feature(s) • Any other duties or tasks that may be assigned to help the Support department, the Company, and/or our clients meet their goals.

Requirements

• Prior experience in customer-facing role • Highly motivated and results-driven with the desire and technical aptitude to master our product and learn SaaS methodologies • Logical thinker & strong problem solving/troubleshooting skills • Strong emotional intelligence skills with an ability to relate to customers, gauge urgency, and display empathy • Excellent verbal and written skills to be able to assist customers over email and/or screenshare, including the ability to communicate technical issues to a technical and non-technical audience • Excellent time management skills– ability to organize and manage multiple priorities and meet deadlines.