Product Support Specialist
Skilljar is seeking a Product Support Specialist to join our fast-growing team. This individual will join our growing Support team to help customers mitigate and solve problems within the Skilljar platform. As part of a small team, you’ll have a unique opportunity to work across many skill sets and have a large impact on our customers.
We’re looking for a motivated, self-starter who is comfortable wearing multiple hats and thrives in a dynamic environment. You must be nimble, highly-collaborative, and able to think on your feet. This is a great opportunity to join a rapidly accelerating startup that has dozens of Fortune 1000 and mid-market clients on its roster.
Responsibilities
- Serve as a contact for customer-facing support and technical requests.
- Own general product support and technical requests until a resolution has been found and communicated to internal teams and/or the customer.
- Leverage your strong product knowledge and customer service skills to provide high-level guidance with solutions to help enable the success of our customers.
- Maintain a high level of customer satisfaction to increase customer retention.
- Support our Customer Success team with technical configuration and integration set up as needed.
- Troubleshoot technical issues in partnership with Services and Support Engineers.
- Contribute to the creation of customer and internal-facing help documentation.
- Help the business create and update processes as needed.
- Collect customer product requests and drive agile prioritization through Skilljar’s development process.
Requirements
- At least 1 year of experience managing a support queue (Zendesk preferred) in a customer-facing support role.
- The ability to communicate effectively verbally and in writing is mandatory for this role.
- Ability to multi-task and effectively prioritize a high volume of customer requests.
- Highly self-directed and comfortable in a small, unstructured environment with ambiguous and rapidly changing requirements and designs.
- Exceptional interpersonal skills with a broad range of external and internal teams.
- Programming experience using HTML, CSS, and Javascript is preferred.
- A collaborative team player with excellent communication skills.
- US work authorization and criminal background check are required.
The Company
Backed by prominent financial institutions, including Mayfield, Shasta Ventures, and Trilogy Equity Partners, Skilljar is the leading enterprise customer training platform, transforming the way organizations onboard, engage, and retain their customers. Trusted by leading global companies like Zillow, Slack, Tableau, Liberty Mutual, Cisco, Verizon, and U-Haul, Skilljar provides the essential tools and foundation for successful customer and partner engagement and enablement.
We are a team of bright, dedicated Skillets with startup drive and a passion for education. Headquartered in Seattle, WA, Skilljar is currently operating remotely, with employees based in Washington, Oregon, California, and Colorado.
Skilljar is an Equal Employment Opportunity (EEO) employer and does not discriminate on the basis of race, color, national origin, religion, gender, age, veteran status, political affiliation, sexual orientation, marital status or disability (in compliance with the Americans with Disabilities Act) with respect to employment opportunities.
Skilljar does not accept nor are we responsible for any fees associated with unsolicited resumes, LinkedIn bios, or any other candidate introductions.