Product Support Specialist

With close to 1,000 customers and more than 55,000 employee end-users, Electric's IT platform makes IT easy for users who want to be something other than IT managers. Its technology simplifies the management of employees, devices, applications, and networks while providing compliance-ready reporting. This all-star team of investors backs Electric: Bessemer Venture Partners, GGV Capital, 01 Advisors, Primary Venture Partners, Bowery Capital, Slack, Atreides Management, Vintage Investment Partners, Greenspring Associates, and Harmonic Growth Partners. Know more at www.electric.ai.

Overview

We are seeking a friendly and enthusiastic Product Support Specialist to be the first member of our customer support team. As a Product Support Specialist, you will be on the front lines supporting, triaging, and resolving customer inquiries and completing various tasks assisting the broader Customer Success team. The ideal candidate must be able to communicate effectively and efficiently with customers, possess problem-solving skills, and above all, have a passion for helping others. You will join a fast-paced team focused on the success, retention, and expansion of our customers. You'll gain the training and skills needed for a successful career supporting and servicing our customers.

What you’ll do

• Respond to customer inquiries via email or chat in a timely and professional manner.
• Troubleshoot customer issues and provide appropriate solutions.
• Process and complete set tasks submitted by our Customer Success Managers on behalf of their customers
• Ensure customer satisfaction by providing timely and accurate information.
• Escalate complex customer issues to the appropriate department.
• Assist with customer data collection, data validation, and data entry
• Follow up with customers to ensure their issues have been resolved.
• Provide feedback to the management team regarding common themes related to customer complaints or issues.
• Work collaboratively with other departments to resolve customer issues.
• Continuously improve customer service skills and knowledge.

Who You Are

• At least 6+ months customer service experience at a technology company preferred
• Strong and personable customer service skills while interacting with customers
• Ability to write clearly and concisely
• Highly-organized individuals with the ability to manage their time and priorities are a must
• Attention to detail -- accuracy is key
• Strong problem-solving skills and ability to think creatively.
• Ability to exercise discretion and independent judgment with respect to prioritization of assigned tasks

This is a full-time position with competitive compensation and benefits package. If you are passionate about providing excellent customer service and have the necessary skills and experience, we encourage you to apply.

Excited about the opportunity, but worried you don’t meet all the requirements? We recognize that people with marginalized identities are less likely to apply to jobs where they don’t meet every single qualification. We encourage you to apply anyway, and give us both the chance to find out if you’re the right candidate for this or other roles!

We are proud to foster a workplace free from discrimination. We strongly believe that diversity of experience, perspectives, and background will lead to a better environment for our employees and a better product for our users.