Product Support Analyst - Remote

WE ARE HIRING.

Talkpush is hiring sales professionals, product managers, marketers, and developers to join its team. Most positions are based in our offices all over the globe: San Francisco, India, Philippines, Costa Rica, Mexico, and Hong Kong. Intelligent and ideological candidates interested in changing the world of recruitment are welcome to apply. Just have a chat with us on our website or on our Facebook page.

Read more about the Talkpush culture here.

DON'T APPLY FOR A JOB AT TALKPUSH IF THIS IS YOU

Recruitment is one of the oldest, most established industries, and we're out to change it completely through automation. To make that dream come true, we need people with a fire in their belly who would rather deliver unpleasant truths to customers rather than slap together a quick fix. This isn't a 9-to-5 job that delivers the same experience every day, but a place where once in a while, you wake up with a burning desire to implement a new solution and to test the heck out of it.

This means that people who think sucking up to the boss or being a yes-person is the path to success, who aren't willing to stand behind their idea, even in the face of pushback, who prefer change to be predictable and gradual, won't be very happy here. They might be smart, kind, and lovely, but this isn't their pot's lid. If you're the kind of person who gets a little obsessed about a problem and can't think of anything else until you can puzzle it out, we can offer interesting challenges, an international team that will challenge you, and a mission to help millions of people get hired by focusing relentlessly on building better candidate experiences. Does this sound a little scary and overly ambitious? Good, that's just how we like it.

We're looking for passionate and driven individuals to challenge the status quo and deliver a phenomenal customer service experience. You are a highly accountable self-starter with out-of-the-box thinking, excited about working in a fast-paced, constantly evolving startup environment in a key customer-facing role.

The Role

Product Support Analyst is the first point of contact for our customers when they are reporting issues. This role is focused on providing world-class service to our diverse customer base, and resolving customer issues, through live-chat and email support. You will address and resolve customer’s technical difficulties and product usage inquiries, and provide consultative support and recommendations to help our customers be successful with their use of the Talkpush platform. This role will report to our Head of Product Support and User Education, working closely with our customers to deliver timely, high-quality technical support and assistance in-line with our SLA policies.

Responsibilities

• Troubleshoot customer issues and make recommendations for resolution, or explain products and services that are best suited to the customer's needs.
• Successfully resolve complex customer inquiries via live chat or email, through the use of the available customer support tools and personal product knowledge.
• Ensure the highest level of customer satisfaction by providing quality issue resolution within the established response times and be able to adapt to the needs of the support queue & service levels.
• Root Cause Analysis (replication & bug finding).
• Address and escalate technical concerns; recreate site and tool issues as necessary.
• Collaborate cross-functionally to identify, specify, develop, and deploy operational changes to improve the customer experience.
• Accurately document the details of request or issue raised by user including the troubleshooting steps performed in the ticket.
• Monitor tickets assigned to Engineering and provide necessary action to ensure fast closure.
• Follow-up with customers to collect additional information or required files for issue replication & testing.
• Provide/Share product feedback & suggestions generated from customer discussions to Product Manager.
• Create quality articles and content to describe CRM features and their use cases
• Creates a positive customer support experience through handling concerns in a highly professional manner.
• Follow-up with customers post-issue resolution to deliver an even better customer experience.
• Analytical reports
• Achieve the targets set based on the standard KPI.
• Performs other duties as assigned.
  
  

Qualifications

• Previous Support roles in SaaS / CRM / Software solutions preferred.
• Fluent in English
• Excellent communication skills via different mediums i.e. telephone, email, chat, and in-person.
• Demonstrated commitment to customer service.
• Ability to effectively manage issue prioritization
• Ability to work remotely and to collaborate with other team members in ensuring round-the-clock support coverage.
• Knowledge of Google Suite applications such as Google Docs, Google Sheets, etc.
• Proven analytical and problem-solving capabilities.
• Maintains and improves the self-knowledge of Talkpush products
• Always proactive and taking initiative.
• Desirable knowledge in Jira, Slack or Intercom