Product support Jedi, Asia-Pacific timezone - remote

Creative Force

Posted 3 years ago

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Product support Jedi

We’re looking for a tenacious, self-motivated and energetic people-person to help us support our growing client base in the Asia-Pacific timezone (APAC). Our software has a steep learning curve so you’ll need to be a cool tech cucumber yet be amazing with humans. SaaS experience, strong communication skills, patience, curiosity, ability to multi-task and friendliness are key to success in this role.

Role

You will be part of a small but incredibly high-performing global team offering help to our B2B clients across two products (Award Force and Good Grants). You will communicate with colleagues and clients across countries, cultures and time zones on a daily basis.

Our support is across email tickets, phone and 1-1 Zoom calls. Once trained, you will take up onboarding and run client meetings to help with issue resolution, best practices and product adoption.

You’ll test and report bugs, put forth considered feedback to product teams;always seeking to improve our products.

We play startup every now and then—new tools implemented as experiments and our processes are always evolving. You’ll be part of this too. If you have a great idea, let’s test it out! We’re not big on bureaucracy, only results. We don’t expect you to be a slave to your chair, but you will need to be flexible.

Essentials

You are located somewhere in the Asia-Pacific timezone (APAC)
3+ years professional experience, preferably in a SaaS support/client facing role
Native English speaker (or 100% fluent), bi-lingual is a bonus!
Words like HTML, CSS, JS, API, Integrations, Dev console, staging &production environments, GitHub repo, database queries etc are not alien to you. You don't need to know how to work them but you must know about them (well enough)
You have fantastic interpersonal skills and are an excellent communicator, verbal and written
You love to talk to clients. Four-five meetings a day only makes you more energetic!
You love solving problems and helping others solve theirs
You write in well constructed sentences and pay close attention to detail
You’re curious, and love learning
You are not shy to upsell or answer “sales-y” questions
You’re super organised and process oriented. You are comfortable using multiple software applications for various aspects of the role. We have a process for everything!
You can work independently, are self-motivated, but enjoy being part of a team
Working remotely suits you perfectly, your natural work ethic makes you a high performer!
You have access to fast, reliable internet and a dedicated space to work without distractions

Responsibilities

Product support and improvement

Self-driven learning to become a product expert
Be the first port of call on all inbound support queries via email/tickets, phone and (later) chat
Run 1-1 Zoom calls with clients to help resolve queries and provide technical consultation
Adhere to our consistent (and impressive!) first-time-reply metric
Provide technically accurate responses after carefully testing necessary scenarios
Work with the engineering team to resolve bugs and follow through with updates
Identify and report common user issues for product improvement

Be amazing with clients

Respond quickly (we’re big on speed)
Able to really listen to people, get to the heart of the issue and see it through to resolution
Convey appreciation and respect to our clients at all times
Strive to build trusting relationships based on honesty and transparency

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