Product Support Specialist
FloQast is fanatic about the success of our clients, and the Product Support team owns several internal and external initiatives that deliver on our promise to put customers first. As part of the Product Support team, you will regularly be the face of this mission through your interactions with clients. You will also interface with other FloQast departments to collaborate on special projects and drive continuous improvement to our product, our training strategies, our documentation, and our overall culture. We believe that software should be quick to deploy and easy to use, and that top-notch Support should be easy for customers to find. Join us to see how FloQast turns Support into a strategic and fun initiative that delights our clients.
*Visa sponsorship is NOT available at this time
What You'll Do:
- Take ownership of reported customer issues, research, troubleshoot, identify solutions, and communicate directly to clients by means of email, screenshot, GIF, screen share, phone call, etc.
- Utilize Zendesk ticketing system to respond publicly to tickets and collaborate internally with Product Support and Customer Success team
- Own special initiatives on the Product Support team to uphold our team’s core pillars
- Lead special projects with clients in collaboration with Customer Success team, including consulting on software migrations and connecting FloQast to new integration partners
- Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams (Product Support Management, Customer Success Management, Set-Up, Engineering, Product, etc.)
- Refine existing articles and author new articles on the FloQast Knowledge Base to deliver efficient self-help resources for clients
- Lead internal and external trainings for core application and new product offerings
- Any other duties or tasks that may be assigned to help the company, the department, and our clients meet their goals.
What You'll Bring:
- Experience in customer-facing role required
- Experience working in SaaS industry preferred
- Highly motivated and results-driven with a desire and ability to learn SaaS methodologies and master our product, as well as the desire to become subject-matter-expert on integrations
- Logical thinker & strong problem solving/troubleshooting skills
- Strong emotional intelligence skills with an ability to relate to customers, gauge urgency, and display empathy
- Excellent verbal and written skills to be able to assist customers over email and/or screenshare, including the ability to communicate technical issues to a technical and non-technical audience
- Excellent time management skills– ability to organize and manage multiple priorities and meet deadlines
- Familiarity with team systems a plus, including Zendesk, Slack, Guru, Zoom, Gong, JIRA, Pendo, Salesforce, GSuite, Showpad
- Bachelor's degree or equivalent work experience preferred.
- #LI-BK1
Nice-to-Haves:
- Familiarity with cloud-based ERPs (NetSuite, Intacct, QBO) and Cloud Storage Providers (Box, Dropbox, Google Drive, OneDrive, Egnyte) a plus
- Familiarity writing Regular Expressions (Regex) a plus
#LI-Remote
#LI-SB1
#BI-Remote
About FloQast www.floqast.com
Recognized as a 2021 Technology Fast 500 by Deloitte, FloQast is the leader in accounting workflow automation created by accountants for accountants. The cloud-based, AI-enhanced software is trusted by more than 1,500 accounting teams, including those at Snowflake, Twilio, Instacart, Zoom, and The Golden State Warriors. In July 2021, FloQast raised a $110 million Series D at a $1.2 billion valuation — and we’re growing!
What We Do
By automating common accounting workflows and helping to streamline and make them more efficient, FloQast is the place where accounting teams want to work so they can focus on what matters most, even when that’s just logging off on time. Whether automating reconciliations, documentation requests, or streamlining recurring accounting processes, such as the month-end close, financial reporting, or payroll, FloQast enhances the way accounting teams already work to help them operate more efficiently. Learn more at FloQast.com.
Here’s Why You Should Apply
- What is engineering working on? Our FQ Engineering Blog showcases a number of our recent efforts straight from the engineers working on them. Check it out!
- When we say our customers’ success is our priority, we’re not lying. Check us out on G2 Crowd and read a few of the 275+ 5-star reviews!
- Why do 95% of reviewers on Glassdoor say they would refer FloQast as an employer to a friend? Maintaining a collaborative, open, and fun company culture regardless of where FloQasters are located can be tricky, but we’re up to the task. Check out what actual FloQast employees have to say on Glassdoor.
- FloQast offers competitive compensation, stock options, full benefits, and a positive and supportive work environment
- FloQast is regularly rated as one of the best places to work:
- Inc. Magazine’s Best Workplaces in 2021
- Best Places to Work by LA Business Journal since 2017
- Built In’s Best Place to Work in Los Angeles since 2018
FloQast, Inc is committed to operating fair and unbiased recruitment procedures allowing all applicants an equal opportunity for employment, free from discrimination on the basis of religion, race, sex, age, sexual orientation, disability, color, ethnic or national origin, or any other classification as may be protected by applicable law. We aim to recruit the right people for the jobs we have to offer, and to assess applications on the basis of relevant skills, education, and experience. We welcome people of different backgrounds, experiences, abilities and perspectives. We are an equal opportunity employer and strive to provide a professional and welcoming workplace for all employees.
If you are a Colorado, Connecticut, or New York City resident, please contact us by emailing [email protected] to receive compensation and benefits information for this role. Please include the job title in the subject line of the email