Product Support Specialist

Who You Are

You love geeking out over solving complex problems with a team of fellow nerds at your back. You get your kicks from making customers swoon over elegant solutions to their toughest questions. You live for the thrill of landing smack in the middle of a challenging technical problem and going full-Sherlock Holmes when things get complicated. You’re restless and itchy for a puzzle when everything’s going according to plan.

You are proactive, love figuring out the specifics of customer issues like a nerdier Nancy Drew, are detail-oriented, and are able to quickly shift your context and focus from one problem to the next. You’re looking for personal and professional growth in the customer support space and are excited about the opportunity to manage support for key accounts. Lastly, you are a team player with an individualistic streak and consider yourself the Bob Ross of Technical Support (no mistakes, just happy accidents!).

What You’ll Do

As a Product Support Specialist, you will be on the frontline working with our most important customers to help resolve complex product support issues and ensure they receive an exceptional experience along the way. You’ll work to grow your understanding of the Swoogo platform and its capabilities before directly partnering with our customers to help resolve their basic and most advanced event challenges.

Every day will look a little different, but in general, you will do things like:

• Investigate, resolve, and respond with empathy and excellence to ticket requests from our most valued customers.
• Proactively develop and grow your knowledge of Swoogo’s products and services to provide exceptional support and service to our customers.
• Leveraging the flexibility of the Swoogo platform to design creative and elegant solutions for our customer’s most unique use cases.
• Continually look for ways to create and launch ideas that enhance the customer experience and create delight.
• Make and sustain authentic connections and relationships with customers and stakeholders.
• Work closely with sales, product, and engineering teams to ensure timely resolution of customer issues.
• Maintain a high level of professionalism and customer service at all times while still embracing your authentic self.

Kindly note, this position will operate in the following working hours: 8am – 5pm PT (11am – 8pm EST)

What You’ve Done Before

• 2-3 Years of experience handling high-volume technical SaaS support
• You love working with people and go out of your way to ensure that every level of customer interaction is human and authentic
• You have a love of thinking critically and troubleshooting to get to the root of issues quickly
• You have the skills to clearly communicate issue resolutions to customers in a friendly and approachable way
• Strong problem-solving and analytical skills
• Ability to excel in a fast-paced, dynamic environment

It’d Be Great If You’ve Done This

• Experience in event tech or the events industry
• Background in leveraging help desk and ticketing software to maximize efficiency
• Exposure to working with mobile apps, front-end web development, or API integrations