Product Support Lead L1
Product Support Lead
CreatorIQ is looking for a Product Support Lead who will be responsible for supporting our clients and providing them with incredible experiences. What will set candidates apart are interpersonal skills and a strong affinity for people, as well as an aptitude for technical support. You will join a dynamic and fast-paced environment and will work with our most strategic clients.
Key Responsibilities:
- Provide direct web meeting, chat, and email support to CreatorIQ clients with a focus on enhancing the customer experience
- Provide clients with specialized support through complex issues in the form of screen shares and working sessions
- Research, follow up on, and resolve client issues in a timely manner
- Responsible for handling a range of complex technical issues and troubleshooting client-reported problems
- Provide clients with tips & tricks about using the platform, with a focus on platform education
- Contribute to improving the overall service experience
- Share feedback and ideas with upper management
- Provide technical support and guidance to our client groups
- Analyze the severity of issues & work with internal teams to prioritize accordingly
Who you are and what you’ll need for this position:
- Bachelor's degree in a relevant field or equivalent work experience.
- Minimum 3+ years of experience in Product Support, Customer Success, or a related position within the software industry.
- Strong technical aptitude and understanding of the product or service being supported.
- Excellent communication and interpersonal skills
- Ability to multi-task in a fast-paced atmosphere with multiple and changing priorities and responsibilities
- Detail-oriented, with good organizational skills
- Technical support experience in a high-paced environment
- Patience to work through complex issues
- Friendly and collaborates effectively with others
- Ability to work independently with excellent time management
- Excellent communication skills, both verbal and written
- Excellent problem-solving skills
- Familiar with ticketing systems such as Zendesk & Jira
- Social media knowledge & experience is a plus (How to authenticate social accounts etc..)
What you will get from us:
- People: work with talented, collaborative, and friendly people who love what they do.
- Guidance: utilize our learning platform, WorkRamp, to get the training and tools you’ll need to become successful here from your first day with us.
- Surprise meal stipends: work from home can’t stop the enjoyment of someone else making a meal for you!
- Work/Life Harmony: 15 day’s vacation, floating and set holidays, wellness allowance, and paid parental leave.
- Whole Health Package: medical, dental, vision, life, disability insurance, and more.
- Savings: a 401k (USA) plan to help you plan ahead.
- Work From Home Stipend: to assist you in setting up a home office that works for you (or buy a new dog leash - your choice!).
Compensation, Benefits and Beyond: We understand that a comprehensive benefits package plays a significant role in your overall compensation. To gain more insight into the various components of our total compensation, we invite you to review our benefits and perks.