Product Specialist

About the Role:

As a Product Specialist, you will be the primary technical contact for customers, addressing inquiries related to the Beamer Userflow platform exclusively through chat. You ll provide exceptional support, guiding customers through technical issues with screen sharing and demos. Your responsibilities include creating and updating the Knowledge Base, tracking NPS scores, and developing action plans to enhance customer satisfaction.

You ll collaborate closely with Customer Success Managers (CSMs) and Product Management (PM) teams to manage and escalate inquiries, ensuring timely resolution within service level agreements (SLAs). This role requires a strong technical background, excellent communication skills, and the ability to work independently in a fast-paced environment

What Youll Do:

Technical Support: Deliver exceptional first-line technical support to customers through chat and email, effectively troubleshooting issues and resolving inquiries related to the Beamer and Userflow platforms.

Product Onboarding: Conduct engaging product demonstrations and screen sharing sessions to successfully onboard new customers and address their technical questions.

Customer Collaboration: Partner closely with Customer Success Managers to foster strong customer relationships, ensure seamless issue resolution, and exceed customer expectations.

Product Improvement: Analyze customer inquiries to identify recurring challenges, gather valuable product feedback, and contribute to process improvement initiatives.

Product Testing: Actively participate in testing new product features, meticulously documenting results, and providing constructive recommendations for enhancements.

Collect/Analyze customer feedback: Collect/review the feedback given by the customer about the product and work closely with the Product Management team to get it incorporated within the product.

What You Bring:

• 2 to 4 years of experience in tech support within a B2B SaaS environment, with a solid understanding of customer success and growth strategies.
• Familiarity with PLG strategies is a strong plus, enabling you to contribute to customer-focused initiatives and business growth.
  
  

Technical Proficiency: A solid grasp of web technologies, including HTML, CSS, JavaScript, and APIs, to provide effective troubleshooting and technical support.

Problem-Solving Mindset: Ability to diagnose and resolve customer issues effectively, translating technical challenges into solutions that drive customer satisfaction.

Communication Skills: Strong communication abilities to articulate complex ideas clearly and build strong relationships with customers and cross-functional teams.

Tools Expertise: Familiarity with tools like JIRA, Intercom, and Asana is a plus, helping you collaborate across teams and manage workflows efficiently.

Flexibility: Willingness to work across different time zones to support global customers and internal teams.

If you re customer-focused, technically savvy, and ready to support a growing SaaS product, we d love to meet you!

What Youll Get

• Competitive salary
• Paid Time Off (Vacation, Sick Public Holidays)
• Comprehensive health and wellness benefits
• Professional development opportunities
• Collaborative and inclusive work environment