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Form of workJob Description
Who We Are
Foureyes® is a category-creating software company that utilizes its patented technology and data platform to help businesses track, protect, engage, and sell better. (See more at foureyes.io.) Already rapidly-growing, Foureyes is continuing to dominate in the automotive industry as evidenced by exponential growth and winning awards from the 2020 Company of the Year from Technology Association of Oregon to Most Innovative Solution and Top Rated Lead Management of 2022 from DrivingSales.
If that sounds like the kind of company you want to be a part of, there’s good news. We’re hiring for a Product Support Specialist!
The Position
As a Product Support Specialist, you are the first line of defense for ensuring our users have a great experience with Foureyes, and both our customers and our internal teams are set up for success.
Responsibilities
As a Product Support Specialist, you’ll be responsible for:
Helping Clients: You’ll be the first line of defense when our customers think something is going wrong, keeping the situation calm and exhibiting excellent analytical instinct and troubleshooting skills in a single breath.
Leveraging Technology: Your role with technology will include expert mastery of Foureyes (obviously), and extend to support key infrastructure tech including Salesforce and Intercom among others.
Identifying Solutions: You’ll hear challenges articulated by customers and other members of the Product Support team, and you’ll make recommendations to make life better.
Account Setup: The Product Support team is responsible for creating all Foureyes accounts that enroll in our products, and ensuring that their setup is correct and optimal for their needs
Managing Ticketing Process: You’ll be responsible for the escalation process, as well as tracking and reporting performance metrics in alignment with department goals, including SLA’s like ticket response times, ticket loads, and customer satisfaction.
Fielding Questions: You are a key resource for the organization as it relates to all things Foureyes. You are a resource for our customers and our internal stakeholders who may need technical support or an extra set of eyes on an issue.
General Maintenance: Our products need support too to keep running smoothly and effectively. You will be responsible for managing reports and systems that will indicate action items needed for our clients and products to stay happy.
Job Qualifications - Knowledge, Skills & Abilities:
Focusing on Customer Needs
Works with customers to establish appropriate goals and expectations
Strives to exceed customer expectations
Builds strong relationships with customers
Shows interest and empathy toward customer needs
Makes customers feel valued and appreciated
Coping with Uncertainty and Ambiguity
Accepts unforeseen and unplanned changes as a “given”
Focuses on positive action without worrying about things he/she cannot control
Sees chaos and uncertainty as an opportunity to grow and shape the future
Customer Communication
Tailors vocabulary and writing style based on the audience
Avoids text that is either too simple or too complex
Effectively structures written arguments and messages
Organizes information so it is easy to understand and follow
Includes appropriate information to justify arguments
Writes clearly and succinctly
Limits text to information that is relevant to making key points
Technical Expertise
Able to efficiently identify problems, determine cause, and propose and implement solutions
Ability to quickly pickup new systems and technologies
Excellent attention to detail
Education and Experience
Bachelor’s Degree or equivalent work experience
2+ years of experience in product / customer support preferred
Experience working for a SaaS company or within a technical team preferred
Experience working with large data sets preferred
Salary Range: $50,000 - $60,000
Location: This position can be hybrid or remote in the following states. OR, WA, MO, AZ, MN, KY, DE, MA, MD, CO, NV, PA, FL, SD, ID, TX, IN, OH, TN, MI
Why Foureyes?
Competitive salary and health benefits
Additional benefits including 401k matching, student loan repayment matching, and a subsidy for commuter, internet or cell phone
Generous PTO days, in addition to paid holidays that incorporate two days to honor and celebrate your heritage, culture, or traditions that matter most to you-- just tell us when!
A company actively working to dismantle bias in our hiring practices, foster cultural inclusivity, and continuously examine policies and practices to ensure equity. We recognize and believe that diversity, equity, and inclusion constantly make us better.
A fast-paced, team-driven culture that helps you grow your career with learning opportunities, autonomy and ownership, and chances to succeed (or fail-- hey, we’ve all learned through failure).
Diversity, Equity & Inclusion
At Foureyes, we believe your ability to build, think creatively, and solve problems is best accessed when you have the freedom to be yourself. Inclusion is not a nice-to-have; it is a must-have. The bedrock of an inclusive culture is our ability to celebrate and harness the unique perspectives our diversity provides in the building process. While an org structure exists to provide clarity around how ideas get communicated, we are all equal as coworkers, and we are committed to careful and continued introspection around how to best be an equitable, fair, and inclusive workplace that celebrates you for being you.
Equal Opportunity
As an Equal Opportunity Employer, Foureyes is dedicated to providing a diverse and inclusive workplace, which includes unbiased recruiting, hiring, and employment practices. Applicants and employees are treated with respect, and provided opportunities – free of discrimination of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital or parenting status.
Sponsorship
Foureyes is not currently sponsoring work visas for this role. Authorization to work in the U.S. is required to be considered.
