Product Support Specialist

1 week ago

Australia Swoogo Solutions Limited Full time

About the Role
As a
Product Support Specialist
, you will be on the front line working with our most important customers to answer questions about the product's capabilities, advise on best practices for advanced configuration questions, troubleshoot technical issues related to the product's operations, and ensure that they receive an exceptional service experience along the way. You'll work to grow your understanding of the Swoogo platform and its capabilities before directly partnering with our customers to help resolve their event challenges.
Every day will look a little different, but in general, you will do things like:
Provide software product support to customers and internal teams via email, live chat, and video call/screenshare.
Continually look for ways to surprise our customers with unexpectedly delightful experiences.
Establish and sustain authentic connections and relationships with customers and colleagues.
Collaborate with peers and our engineering teams to identify, document, and resolve software bugs.
Leverage the flexibility of the Swoogo platform to design creative and elegant solutions for our customers' most unique use cases.
Write internal and customer-facing help articles to make ongoing contributions to the product knowledge base.
Maintain a high level of professionalism and customer service at all times while still embracing your authentic self.
Kindly note, this position will operate in the following working hours:
9 AM - 6 PM Australian Eastern Standard Time (AEST).
This is a full-time, ongoing position. As Swoogo does not have a local entity in Australia, the role will be engaged under a contractor arrangement. We're a fully remote company and offer a wide range of perks to support our team.
What You've Done Before
2-3 years of experience handling high volume and/or high-touch technical SaaS support across multiple platforms.
Experience with ticketing platforms, such as Zendesk, Intercom, Salesforce, or ServiceNow.
You love working with people and go out of your way to ensure that every level of customer interaction is human and authentic.
You clearly communicate issue resolutions to customers in a friendly and approachable way.
You have strong problem-solving and analytical skills, and you love thinking critically and troubleshooting to get to the root of issues quickly.
You excel in a fast-paced, dynamic environment.
It'd be Great if You've Done This
Experience in event tech or the events industry is a plus.
Exposure to working with mobile apps, front-end web development, video streaming & production, Knowledge-Centered Support, CRM integrations, or API development.
Interested in building your career at Swoogo? Get future opportunities sent straight to your email.
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