Product Support Specialist for SaaS Platform
Posted
Can you keep customers moving when the product doesn’t?
We’re looking for a Product Support Specialist who can do more than answer questions. You’ll need to understand the product, troubleshoot problems, find workarounds fast, and keep customers informed when things go wrong.
With AI handling the straightforward questions, you’ll take on the challenges that require human judgment, resourcefulness, and ownership. When an issue needs deeper technical expertise, you’ll work with our Technical Support Specialists to get to the bottom of it.
Think you can solve problems before they become disruptions?
As published by greenhouse · 7 questions · 2 written answers
Basics
First Name, Last Name, Email, Phone, Resume/CV, Cover Letter
Short answers (4)
- Preferred First Name optional
- LinkedIn Profile optional
- What's your current salary?
- What's your expected salary for this role?
Pick from a list (1)
- This role reports on a NIGHTSHIFT schedule and is required to report ONSITE with no room for negotiation for a hybrid set-up. Is this work set-up something you can 100% commit to?
Written answers (2)
- A customer is unable to continue their work because of a software issue. You don’t immediately know the root cause, and the technical team may need time to investigate. What would you do first?
- You have three customer tickets waiting for you: Customer A: One customer can’t complete a critical task and has a deadline in 30 minutes. Customer B: Five users are reporting that the software is running unusually slowly. Customer C: One customer is demanding an immediate update on an issue reported yesterday. Who do you attend to first, and what would you do about the other two? Explain your reasoning.