Product Support Associate

Summary

Join Howl, a creator-first social commerce platform, as a Product Support Representative. You will be the first point of contact for end-users, addressing technical support inquiries. This role requires strong communication and problem-solving skills, along with experience in software support. You will investigate and resolve issues, document actions, and collaborate with other departments. Howl offers a competitive compensation package including base salary, incentive pay, and stock options. The position is based in the US.

Requirements

• 2+ years' experience in software support or customer service roles
• Outstanding (written and verbal) communication skills
• Demonstrated ability to successfully 'think on your feet' - to analyze information received and quickly process it to determine what would be the appropriate next step in terms of additional information needed, appropriate resolution, or referral as beyond scope
• Technical adaptability; should have the ability to learn new software, systems, etc. easily
• Comfortable using reporting tools, platform administration functionality, logs and other investigative resources to identify and address issues
• Ability to incorporate technical knowledge, customer requirements, policy guidelines and situational information to resolve customer issues
• You have experience with software troubleshooting abilities
• You know how to modify your communication style to meet end user needs and tone
• You are a US based resident or citizen

Responsibilities

• Serve as the Tier 1 point of contact to our end users concerns or questions, and demonstrate a sincere desire for a quality end suer experience
• Obtain and examine all relevant information to assess validity of problems and to determine possible causes
• Run playbooks,utilize troubleshooting techniques and exercise technical skills to investigate and solve reported issues
• Open and update tickets in the customer service platform, documenting actions taken and outcomes
• Collaborate with other departments in the organization on the investigation and documentation of reported issues and repeatable solutions
• Provide first contact resolution whenever possible and escalate support tickets to higher support tiers as necessary

Benefits

• Competitive compensation package inclusive of base salary, incentive pay and stock options
• Incentive awards are allocated based on individual performance
• Certain roles also have the opportunity to earn sales incentives based on revenue, depending on the terms of the plan and the employee’s role