PRODUCTBOARD is looking for highly motivated and experienced Customer Support Analysts with a passion for technology and an interest in product management.
The Customer Support Analyst will support CSMs (Customer Success Managers) and their accounts that are of strategic importance to productboard, and will work on the Customer Success team to complete various account-related requests and activities. The Customer Support Analyst will develop a deep knowledge of productboard’s clients, their industries/sectors as well as their business needs.
Our Ideal Candidate
- Learns the productboard platform inside and out to maximize their effectiveness with clients;
- Receives client inquiries via phone, email, and chat
- Answers questions regarding product functionality, perform detailed research requests, and create custom requests using the platform;
- Diagnoses complex issues, and resolves or reassigns based on the customer's needs;
- Escalates cases that are unresolved and communicates effectively with other teams to ensure timely resolution;
- Organized, efficient and has intense attention to detail to ensure customer satisfaction;
- Manages premium service and quality of work expectations that are set with customers;
- Has proficiency in Intercom, Zendesk or similar support software. Familiarity with other software applications is also a plus;
- Has a strong desire to solve problems and loves being a part of a close knit team;
- Has at least one (1) year of professional experience;
- Has a BA/BS degree.