Job Description

Join the Hearsay Systems Customer Support team as an exceptional Product Specialist (Technical Support) and help us deliver an outstanding customer experience!

Responsibilities

• Act as a first point of contact for Hearsay products and applications
• Prioritize and address support-related questions in Zendesk
• Liaise with Customer Success, Engineering, and Product teams
• Maintain composure while troubleshooting and solving technical issues
• Attain Hearsay's target customer satisfaction score
• Maintain SLAs
• Maintain thorough knowledge of the Hearsay platform
• Execute support strategy and build relationships with customers
• Achieve quarterly goals
• Onboard new team members and provide feedback

Requirements

• 3+ years of technical support experience in B2B, SaaS, and/or FinTech
• Experience with APIs, Implementation Management and/or Project Management
• Ability to navigate customers through complex technical obstacles
• Excellent prioritization and decision-making skills
• Passion for customer service
• Knowledge of Zendesk, JIRA, Looker, and Intercom a plus
• Stellar verbal and written communication in English
• Ability to find creative solutions
• Excellent teammate with a positive attitude

Benefits

• No benefits