Product Support Analyst

We're looking for passionate and driven individuals to challenge the status quo and deliver a phenomenal Product Support 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

A Product Support Representative is the first point of contact for our customers when they report issues or need assistance navigating through our software. This role focuses on providing world-class service to our diverse customer base worldwide and resolving their issues through chat, video, and email support. Additionally, you'll be responsible for creating high-quality end-user documentation regarding Talkpush's features. You will address and resolve customers’ technical difficulties and product usage inquiries and provide consultative support and recommendations to help our customers be successful with their use of Talkpush.  

Responsibilities

• Achieve proficiency in understanding Talkpush technically and in real-life applications. 
• Offer world-class chat support according to agreed schedules: 
• Attending to instructional queries. 
• Attending to reported bugs through a system of replication and ticket creation. 
• Monitoring, prioritizing and following up on tickets. 
• Assist users with front-end tasks (IR ticket category). 
• Categorizing each conversation type using the tools provided accurately. 
• Identify client business needs through chat support conversations to relay this to the pertinent team through tickets or recommendations on team reports (weekly/monthly). 
• Occasionally assist clients through live support/troubleshooting. 
• Activate the Crisis Management Plan in the system during downtimes or errors affecting the client's business. 
• Produce external documentation regarding the software’s features, enhancements, best practices, etc. 
• Identify documentation gaps (edge cases, non-specified behaviors, missing content) and create actionable tickets for the team to complete. 
• Update external documentation (text, image, video) according to the latest releases, changes in specs, UI design, etc. 
• Translate external documentation. 
• Process unconfirmed tickets.

Qualifications:

• Previous Support roles in SaaS / CRM / Software solutions preferred.
• Fluent in English (a third language is always welcomed!). 
• Excellent communication skills via different mediums, i.e., telephone, email, chat, and in-person. 
• Superb writing skills. 
• Ability to effectively manage issue prioritization.
• Ability to work remotely and collaborate with other team members in ensuring round-the-clock support coverage.
• Proven analytical and problem-solving capabilities.
• Maintains and improves the self-knowledge of Talkpush products.
• Always proactive and taking the initiative.
• Knowledge in Jira and Intercom preferred

About Talkpush

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. ✨

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