Associate Product Support Specialist

Summary

Join Bloomreach's expanding Engagement Support Team as an Associate Product Support Specialist. Provide consulting to Bloomreach Engagement users via live chat and other channels, addressing product, technical, and marketing questions. Diagnose issues, guide clients through problem-solving, and escalate complex cases to experts. You will need a basic understanding of HTML, CSS, JS, strong problem-solving skills, analytical thinking, and advanced English. Previous client-facing experience in support or marketing is required. Bloomreach offers a remote-first work environment, flexible hours, and various benefits including comprehensive health insurance, retirement benefits, and professional development opportunities.

Requirements

• Basic understanding of HTML, CSS, JS
• Problem solving skills (from identification to resolution)
• Analytical thinking and ability to learn quickly
• English language (advanced or native level)
• Interest in data analytics and online marketing
• Know how to communicate and build relationships over time with clients
• Previous work experience in a client facing role, support or in marketing

Responsibilities

• Provide consulting to Bloomreach Engagement users through live chat or other channels if needed, covering topics such as: Product and technical questions about the Bloomreach Engagement platform and related technologies (Shopify, Google BQ, push notifications)
• Questions about different marketing related topics (e.g. emailing)
• Helping our clients understand how to create reports, segmentations, campaigns or analyses in their respective projects
• Diagnose requests, walk customers through the problem-solving process and/or refer the most specialized cases to experts
• As an expert, provide help to other consultants with advanced use-cases

Preferred Qualifications

• Understanding of the link between frontend and backend, network requests
• Basic understanding of programming (algorithms, conditions, cycles)
• More than 1 year of experience in SaaS company

Benefits

• Annual medical insurance coverage for yourself and your dependents
• Annual master health check-up up to 4000 INR per month
• Statutory retirement benefits (Provident Fund Gratuity)
• Flexible working hours
• Remote-first work environment
• 5 paid days off to volunteer
• People Development Program -- participating in personal development workshops on various topics run by experts from inside the company
• Our resident communication coach Ivo Večeřa is available to help navigate work-related communications & decision-making challenges
• Bloomreachers utilize the $1,500 professional education budget on an annual basis to purchase education products (books, courses, certifications, etc.)
• The Employee Assistance Program -- with counselors -- is available for non-work-related challenges
• Subscription to Calm - sleep and meditation app
• ���DisConnect’ days where Bloomreachers globally enjoy one additional day off each quarter
• Extended parental leave up to 26 calendar weeks for Primary Caregivers
• Restricted Stock Units or Stock Options are granted depending on a team member’s role, seniority, and location
• Company performance bonus
• Employee referral bonus of up to $3,000 paid out immediately after the new hire starts
• Rewards & celebrations for work anniversaries