Product Support Agent

Summary

Join Contentsquare's Product Support team in EMEA and provide first-line support to customers using the Hotjar platform (with potential expansion to other platforms). You will troubleshoot issues, answer customer and internal team questions, manage customer expectations, and contribute to improving support processes. The role involves leveraging AI tools and creating help center content. Success requires customer-facing experience, technical skills (HTML, CSS, JavaScript, APIs), and strong problem-solving abilities. Contentsquare offers competitive benefits, including flexible work arrangements, generous paid time off, parental leave, wellbeing allowances, stock options, and employee resource groups.

Requirements

• Two or more years of experience in a customer-facing role and/or troubleshooting environment - ideally SaaS or technology
• Have a solid understanding of HTML, CSS and JavaScript, along with a grasp of how APIs, websites and browser-based tools work
• Have a great tone of voice and the ability to explain concepts clearly over written communication
• Be a natural at problem-solving: with a vast range of customers using a complex product, it’s a crucial part of the job
• Experience using DevTools, DataDog and other troubleshooting software
• Be familiar with AI tools(Gemini) and have experience using them in different settings and for various purposes
• Have a desire to work in a respectful and collaborative work environment
• Full professional proficiency in English

Responsibilities

• Provide first-line diagnostic/troubleshooting support and technical expertise to answer customer questions, troubleshoot and resolve specific product-related issues while maximizing customer satisfaction through our ticketing system, Zendesk
• Answer internal queries from our Sales and Success teams about product capabilities and customer issues
• Gather and analyze information, evaluate impacts, and resolve or escalate issues as needed
• Manage customer expectations around resolutions and timelines
• Act as a customer-facing subject matter expert
• Help create internal processes that directly impact engagement and improve our response times, including working with chatbots and AI
• Help create help center content - this includes writing and updating existing articles, and creating visual content (like videos!)
• Collaborate with other departments, including Product, Legal, Marketing, Customer Success and Sales

Preferred Qualifications

• Three or more years experience in customer-facing positions
• A deeper understanding of web technology - either from a formal education or self-taught
• Experience using AI chatbots and ticket deflection strategies
• Experience using JIRA and Zendesk
• SQL database skills
• Experience using Hotjar

Benefits

• Virtual onboarding, Hackathon, and various opportunities to interact with your team and global colleagues both on and offsite each year
• Work flexibility: hybrid and remote work policies
• Generous paid time-off policy (every location is different)
• Immediate eligibility for birthing and non-birthing parental leave
• Wellbeing and Home Office allowances
• A Culture Crew in every country we’re based in to coordinate regular activities for employees to get to know each other and bond outside of work
• Every full-time employee receives stock options, allowing them to share in the company’s success
• We have multiple Employee Resource Groups, that offer a safe space for individuals who share common identities, life experiences, or allyship to connect, support one another, and passionately advocate for the issues close to their hearts