Product Support Specialist

About the Role

This role involves providing exceptional customer experiences through chat, email, and Slack. You will be responsible for resolving product-related queries, troubleshooting technical issues, and ensuring high customer satisfaction (CSAT) by delivering timely, empathetic, and accurate support. Key aspects of this position include collaborating with internal teams, identifying and addressing process gaps, and staying current with product enhancements to boost efficiency and customer satisfaction.

Key Responsibilities

• Resolve product-related queries via chat software and manage merchant issues on Slack.
• Maintain and improve Customer Satisfaction (CSAT) through timely, empathetic, and accurate resolutions.
• Proactively identify and resolve process inefficiencies to enhance support operations.
• Consistently meet quality standards, Key Performance Indicators (KPIs), and Key Responsibility Areas (KRAs) across all support channels including email, chat, Slack, and video.
• Provide technical troubleshooting and product expertise for Shopify/Loop Subscriptions, utilizing internal documentation and staying informed about product updates.
• Identify support trends and report any missing or outdated documentation to the appropriate teams.
• Quickly address outages or critical issues, ensuring prompt communication with engineering and management teams.
• Offer outbound video support as needed.

Ideal Profile

• A minimum of 1-3 years of experience in customer support or a similar customer-facing role.
• Familiarity with JavaScript, HTML, and CSS.
• A proactive and self-driven approach to work.
• Strong problem-solving abilities and a keen eye for detail.
• Excellent written and verbal communication skills.
• A Bachelor's degree in a technology-related field is preferred.
• Experience within the SaaS industry is advantageous.