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SalaryWho We Are
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
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
- 1-2 years of experience in product / customer support preferred
- Experience working for a SaaS company or within a technical team 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
Sponsorship
Foureyes is not currently sponsoring work visas for this role. Authorization to work in the U.S. is required to be considered.
