Summary: 
A Product Support Specialist at Helium 10 is responsible for providing in-depth technical troubleshooting to Amazon sellers utilizing the Helium 10 product suite.  In this role, you will help understand the technical requirements and challenges of our customers, manage customer communication as you work through escalated issues, and partner with T1 Support, Product, and Engineering to provide a seamless customer experience.  Your thoughtful technical expertise will help shape the way customers see our products and provide direction on how we can continue to level-up our platform.

Who are we?
We’re Helium 10, the leading Software company for Amazon sellers. We move fast, really fast, so we need someone who can keep up. We’re experts at our craft (and if not, we become experts, fast!) and we hold each other to a high standard. Why? We’re shaping the future for Amazon sellers and our customers deserve the best. We make tough decisions, own up to mistakes, and above all, we find solutions to your problems.

Who are you?
As a Product Support Specialist at Helium 10, you must be highly organized, a strong communicator, detail-oriented, a fast-learner, and a tenacious troubleshooter.  Your performance will be based on the results and level of service that you deliver to our customers.

Duties and Responsibilities:

• Field and efficiently diagnose client reported technical issues via email and chat
• Provide clear, professional and friendly communications to both customers and internal Helium 10 contacts through the troubleshooting process until resolution
• Efficiently escalate issues internally in the event the issue cannot be resolved via normal troubleshooting steps
• Utilize and monitor diagnostic tools to isolate and resolve system issues and perform diagnostic and troubleshooting for various system components
• Participate in training and orientation of new team members as your expertise increases
• Become a super-user of the Helium 10 product suite and provide support and testing feedback to our Product team
• Share your knowledge by contributing articles to our internal and customer-facing knowledge bases

Job Requirements:

• 2+ years of experience in a technical customer support role
• Excellent verbal and written communication skills
• Efficient organizational skills and the ability to multitask and prioritize in a high-volume, fast-paced environment
• Complex problem-solving and decision-making skills
• Prior experience in e-commerce is a plus

The above reflects the general duties considered necessary to describe the principal functions of the job as identified and shall not be considered as a detailed description of all the work requirements which may be inherent in the position.