Technical Product Customer Support / Remote / FL at DevSavant

About DevSavant

DevSavant is a Software House company that works with Data Engineering, Software Development, Digital Marketing, Salesforce Ops, Web Development, UX/UI and Service Design. Our work speaks for itself, quality, perfection, and constant improvement are our signatures. At DevSavant people are the core and priority, for that reason we do care about looking after you. Thus, DevSavant offers amazing perks that will distinguish this experience in your amazing journey.

Responsibilities

• Fast Customer Responses: Our customers are often “in the field” where time is money and we act with urgency to resolve their questions.
• Deliver Accurate Information: Our customers have come to know, and appreciate outstanding service, that starts with giving them accurate
  information the 1st time they reach out.
• "Wow” Our Customers: Our customers consistently rate us in the upper echelon of Product Support - we do that by executing with fast, accurate responses, and bringing out best to the customer experience.
• Handle customer and prospective customer inquiries, primarily originating from chat/email/support desk, focused on product functionality and on-boarding, to troubleshooting and developer support.
• Become a product expert, understanding capabilities for how to help customers build their mobile applications, as well as troubleshooting
  API integrations, helping to set up users, build robust reporting, etc.
• Provide accurate, valid, and complete information by using internal tools and documentation, escalating for additional support as needed.
• Provide feedback to the Management and Product Development team on potential areas of improvement, as well as feedback on customer-facing tools and documentation.
• Report issues (bugs) to the Engineering team and keep track of the progress.
• Reroute customer inquiries to Sales for follow-up or to address potential sales or upsell opportunities.
• Work to maintain high CSAT levels, including first response rate, time to resolve, and NPS target rates.
• Although the majority of support is done electronically, occasional phone calls to resolve customer inquiries in a more timely fashion may
  be required.
• Create and update clear help documentation to assist our customers.

Requirements

• Proficient in English, both verbal and written especially comprehension (B2).
• Minimum 6-month experience in tech support and familiar with "support language".
• Between 1-1.5 years experience in JavaScript, HTML/CSS.
• Driven and willing to learn complex product/features.
• Able to handle ~30 tickets per day (able to handle multiple ticket as the same time, a.k.a context switching.
  
• Preferred experience in leveraging API/Webhook, GIS software (QGIS, ArcGIS).
  

Qualities we're looking for

• Proactiveness.
• Great communication skills.
• Team work.
• Comfortable with client-facing.

Benefits

At DevSavant people are the core and priority. For that reason, we care about looking after you. DevSavant offers outstanding benefits that will distinguish this experience inyour amazing journey. These are some:

• Fully Remote Job
  
• Technical Talks
• Flexible Schedule