Remote Product Support Specialist

Summary

Join our Technical Support team at Swapcard, where you'll empower customers with knowledge and troubleshooting skills. As a key member of our support team, you'll be responsible for educating and guiding customers through conversations to ensure they get the most value out of our product. If you're passionate about autonomous problem-solving and troubleshooting, with an eye for improvement and efficiency, this role is perfect for you.

Requirements

• Previous experience working in a troubleshooting environment
• 1-2 years of technical support experience
• Solid understanding of tech fundamentals + modern day tools (Slack, Notion, Intercom, JIRA, Gainsight
• Understanding of web technologies and concepts (HTML, CSS, JavaScript, APIs, etc.)
• Ability to troubleshoot and utilize resources to answer questions on baseline topics
• Strong customer focus (excels at + enjoys helping customers)
• Ability to take on + action feedback
• Strong communication skills (ability to question, clarify, empathize, use appropriate tone + language, personable)
• Excitement for a support environment that is constantly experimenting with workflows and automation to drive efficiency
• Strong problem solving skills (ability to think critically and learn on-the-fly)
• Demonstrated success working with Key Performance Indicators (KPIs) or other metrics/quotas

Responsibilities

• Communicating efficiently and effectively with our customers - we use Intercom conversations to do most of our support, but you'll also be talking to customers via video calls every now and then (webinars etc.)
• Owning customer communications and issues from initial contact until resolution, or escalation to the appropriate SME when needed
• Becoming an encyclopedia of knowledge about how Swapcard works and what it is capable of for all user types and plans
• Being the one responsible, along with the Success team, to ensure that all customers have a great experience with our platform - a crucial part of the role is ensuring we make Swapcard as intuitive, reliable, bug-free and fast as possible
• Working directly with Product teams to identify current issues and, synthesizing the diverse feedback you hear from our customers, offer informed opinions on potential solutions
• Continuously identify Help Center content gaps and record knowledge

Benefits

• Generous Paid Time Off to ensure you have time for what matters most
• 100% of your health insurance contribution paid by Swapcard
• Work-from-home budget (one-off contribution for equipment in addition to your initial equipment setup)
• Co-working space budget to support remote work in professional environments
• Learning budget to help you develop new and existing skills
• Mental health care initiatives to support your well-being