Product Support Associate

Full Time

Job Overview:

We are seeking a dedicated and knowledgeable Product Support Associate to join our team. The ideal candidate will manage customer inquiries, provide expert guidance on our products, and ensure high customer satisfaction through exceptional service. This role requires excellent communication skills, a strong technical aptitude, and a passion for helping customers navigate and resolve their issues.

Key Responsibilities

• Triage incoming customer inquiries, resolve issues, or escalate them as necessary.

• Investigate billing disputes and collaborate with relevant teams to resolve issues.

• Collaborate with customers to identify the root causes of product issues.

• Ensure complete resolution of customer issues and close the loop on open inquiries. Dive deep into customer complaints and work orders to identify and resolve underlying issues.

• Submit detailed reports on product issues to ensure they are addressed and resolved promptly.

• Address day-to-day customer questions, such as how to add a new service provider.

• Educate clients on self-serve account updates, offering help guides and resources to empower them.

  • Maintain a customer-obsessed approach, ensuring clients feel supported throughout the support process.

• Maintain a current understanding of product updates and features, along with a full understanding of software functionality and automation.

• Clearly and effectively convey complex information to customers and internal teams.

• Develop user stories based on customer feedback to guide product development.

Characteristics:

• Demonstrates exceptional written communication skills and attention to detail.

• Passionate about solving problems and connecting with customers.

• Enjoys working in a fast-paced environment with a combination of routine and ambiguous tasks.

• Exhibits strong investigative and troubleshooting skills to effectively resolve issues.

• Possesses high technical aptitude and business acumen to understand product intricacies.

Ideal Candidate:

• Has 3+ years of experience in a customer service-oriented role via phone, text, web chat, or email.

• Is fluent in English and has excellent time management abilities.

• Communicates directly and efficiently, with a clear expression of action steps.

• Thinks quickly on their feet and shows empathy towards customers.

Benefits:

• Latchel provides SafetyWing Global Health Insurance, offering comprehensive coverage across 172 countries. This ensures access to high-quality medical care, with coverage beginning 6 months after being hired.