Product Support Specialist

Role description 📖

We’re seeking an experienced and enthusiastic Product Support Specialist to join our growing global team. As part of the Reachdesk Product Support team you’ll be communicating directly with B2B customers and vendors to answer enquiries, resolve issues, manage documentation and ensure that all customers receive an outstanding level of service.

You’ll work closely with Customer Success, Product and Engineering teams to ensure a speedy diagnosis, prioritization and resolution of all issues. We want you to be an expert in the individual features that make up the Reachdesk platform and translate this expertise into solving customer issues. You’ll also help define and shape the product goals, priorities and roadmap based on your frontline knowledge of customer needs. Last but not the least, you’ll have unique opportunity to make an impact on a growing Product Support team!

What you’ll be doing 🧠

• Communicating directly with users and vendors to answer product questions and address issues through email, chat, and video conferencing.
• Providing consultative service by identifying customer goals, directing them to best practices and answering product questions.
• Troubleshooting product issues and bugs from start to finish.
• Offering alternative solutions and going above-and-beyond where appropriate with the objective of delighting and retaining customers.
• Continuously evaluating and identifying opportunities for process improvements that positively impact customers' experience.
• Prioritising and managing your backlog of tickets to ensure all responsibilities are met while consistently achieving the weekly goal for resolved tickets.
• Writing and improving Reachdesk help documentation.
• Assisting the development of best practices for handling support requests.
• Identifying and tracking customer feedback to better advocate on behalf of our users.
• Acting as a liaison between customers and the Product / Engineering teams to resolve product issues.
• Collaborating with the Product team to shape product goals, feature priorities and roadmap based on your knowledge of customer challenges.

Outside of your daily responsibilities 🤔

• Onboarding and mentoring new team members.
• Partaking in cross-functional Projects.
• Plenty more good stuff!

About you 👍

• Able to work night shifts from 3 PM to 00 AM Lisbon time.
• 2+ years of experience in support or other service-oriented customer-facing roles at a SaaS company.
• Superb communication (both written and verbal), attention to detail and organisational skills.
• Strong troubleshooting, root cause analysis, and problem-solving skills with SaaS solutions.
• Experience managing issues through the end-to-end support lifecycle: initial customer inquiry, triage, troubleshooting, and writing effective bug reports for the development team.
• Experience making sense of complex issues and communicating clearly to customers and internal stakeholders of varying technical skill levels.
• Experience supporting customers through tools such as Intercom, Jira, ZenDesk or similar.
• You love learning, you are curious, and you know it’s ok to ask for help, but you are also ready to help and support others.
• Experience writing support content and documentation (experience is a plus but not required).
• Passion for startups and a self-starter.
• Proactive and demonstrate a proactive approach towards problem resolution and take ownership of customer escalations.
• Goal-oriented with a focus on achieving results.

About the Perks & Benefits 👍

Here are just some of the benefits:

• Competitive salary.
• 25 days PTO (plus public holidays).
• Stock options.
• Health insurance for employees and their families.
• Meal allowance.
• A super friendly working culture populated by fun and dedicated people.

We believe that a diverse team will help us achieve our mission sooner and we're actively seeking applications from candidates of all backgrounds.