We’re looking for someone to join our Product Support team in our AMERICA region, helping our customers receive the necessary support for success.
Our Product Support engineers are not just tech-savvy problem solvers - they are also deeply empathetic and skilled in customer service. They contribute to improving our customer experience and evolving our product documentation, with a growing emphasis on leveraging chatbots and AI to streamline support.
In the past year, Contentsquare has welcomed Hotjar and Heap into the group. Primarily, your role will entail working within the Hotjar team, who specialize in serving small and mid-market customers. However, as our integration progresses, you may have the exciting opportunity to engage with customers and product lines across all three businesses.
What you’ll do:
- Provide first-line diagnostic/troubleshooting support and technical expertise to answer customer questions, troubleshoot and resolve specific product-related issues while maximizing customer satisfaction through our ticketing system, Zendesk
- Answer internal queries from our Sales and Success teams about product capabilities and customer issues
- Gather and analyze information, evaluate impacts, and resolve or escalate issues as needed
- Manage customer expectations around resolutions and timelines
- Act as a customer-facing subject matter expert
- Help create internal processes that directly impact engagement and improve our response times, including working with chatbots and AI
- Help create help center content - this includes writing and updating existing articles, and creating visual content (like videos!)
- Collaborate with other departments, including Product, Legal, Marketing, Customer Success and Sales
What you’ll need to succeed:
- Two or more years of experience in a customer-facing role and/or troubleshooting environment - ideally SaaS or technology
- Have a solid understanding of HTML, CSS and JavaScript, along with a grasp of how APIs, websites and browser-based tools work
- Have a great tone of voice and the ability to explain concepts clearly over written communication
- Be a natural at problem-solving: with a vast range of customers using a complex product, it’s a crucial part of the job
- Have a desire to work in a respectful and collaborative work environment
- Full professional proficiency in English
What makes you stand out:
- Three or more years experience in customer-facing positions
- A deeper understanding of web technology - either from a formal education or self-taught
- Experience using AI chatbots (ADA) and ticket deflection strategies
- Experience using JIRA and Zendesk
- Experience using Hotjar
What We Do
Contentsquare is a leader in digital analytics, empowering businesses of all sizes with the insights they need to understand customers and deliver seamless experiences at scale. Its all-in-one experience intelligence platform provides rich and contextual insight into customer behaviors, sentiment, and intent, across all channels, helping businesses continuously deliver the right experience on web, mobile, and apps. More than 1.3M websites worldwide rely on Contentsquare’s AI-powered platform to grow their business, drive customer loyalty, and operate with greater efficiency in a constantly changing world.
Do you want to learn, innovate and contribute your unique perspective to an industry leader? Join the team dedicated to bringing more human analytics to the world!
Why Work With Us
Contentsquare has a track record of success over the past 12 years, yet we operate with the agility of a startup, providing a huge opportunity to make a big impact. We offer generous paid time off plans, as well as flexibility with in-office and remote hybrid work options to make sure employees are at their best, inside and outside of work.
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