HelpWave Product Support Engineer
il y a 2 semaines
Ensure customer satisfaction by resolving technical issues, providing product insights, and collaborating across teams to improve HelpWave's offerings.Reports to: Support ManagerTeam: Work closely with the support and engineering teams to address customer needs.Why now: HelpWave is rapidly expanding and needs talented engineers to enhance our customer support.About the RoleAs a Product Support Engineer at HelpWave, you'll be at the forefront of ensuring customer success by providing technical support, troubleshooting complex issues, and working closely with our engineering team to improve the product. Your role is crucial in maintaining high customer satisfaction and providing valuable feedback for product improvements.You'd be a fit if...Technical Proficiency: You have experience with software troubleshooting, preferably in SaaS or AI-driven platforms.Customer Focused: You excel at understanding customer pain points and delivering clear, effective solutions.Communication: You can translate technical jargon into understandable language for customers.Team Collaboration: You thrive in a collaborative environment, working with cross-functional teams.Problem Solving: You approach challenges methodically and can think on your feet.Key ResponsibilitiesDiagnose and resolve technical issues reported by customers through various channels.Collaborate with product and engineering teams to replicate and resolve product bugs.Create and maintain technical documentation and FAQs to empower customers.Conduct product demos and training sessions for customers as needed.Track and analyze support tickets to identify common issues and propose product improvements.Ensure timely and effective communication with customers throughout the support process.What Success Looks LikeConsistently high customer satisfaction scores on support interactions.Quick resolution times for technical issues.Positive feedback from cross-functional team collaborations.Meaningful contributions to product documentation and knowledge base.Regular identification of product improvement opportunities.Our Core ValuesCustomer obsession: Always do what's right for the customer. Prioritize their success in all strategies.Drive: Push through challenges with a relentless focus on achieving results.Ethics: Operate with transparency, integrity, and accountability in every decision.Perks and Benefits25 paid days off annually.Annual offsite & quarterly outings. We cover travel, accommodation, and more.Flexible work environment with remote work options.Interview ProcessWe aim to complete the interview process within two weeks:Initial screening call to discuss your sales experience and approach.Role-play or case study to demonstrate your sales skills and strategic thinking.Interviews with sales team members, management, and cross-functional stakeholders.Final discussion with the Sales Manager and executive team.How to ApplySend an email to careers@helpwave.ai with the subject line:Please include:Your resumeA brief summary of your sales achievementsA note explaining why you're a great fit for our team #J-18808-Ljbffr
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