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Datarails

Datarails, founded in 2015 by CEO Didi Gurfinkel, COO Eyal Cohen, and CTO Oded Har-Tal, is a financial planning and analysis (FP&A) platform that enhances Excel

Product Support Specialist

Location

United States + 1 moreAll locations: United States | Canada

Posted

102 days ago

Salary

0

Job Description

Product Support Specialist

Datarails

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description We’re looking for an experienced Product Support Specialist with a great eye for detail and a passion for technology to join our Product Support team. As our inbound Product Support Specialist, you will take ownership of complex technical customer issues and collaborate cross-functionally with the CS, Product, and R&D teams to provide best-in-class support and execute a well-designed customer experience. If you are looking for a fantastic opportunity to join a growing startup with lots of room for growth and impact, we would love to meet you! This position is 100% remote-based anywhere in the US and Canada to work in CS or MS time zones. No sponsorship or relocation assistance is available. What You’ll Do - Act as the initial point of contact for all Datarails-related questions from both our customers as well as internal stakeholders via Zendesk (chat, email and web form) - Troubleshoot incoming issues, providing a first response and subsequent follow-ups to customers. - Monitor incoming tickets, process, respond, and direct unresolved issues to the next level of support personnel. - Support, and engage customers to deliver high customer satisfaction, advocacy, and loyalty. - Expand and refine the company knowledge base to empower users to independently resolve issues. Qualifications - 2-4 years of experience in roles such as Product Support/Help Desk/Technical Customer Success in a SaaS environment, with a proven track record of driving customer satisfaction and resolving complex issues. - Extensive experience with troubleshooting and solving advanced technical problems in a fast-paced dynamic environment. - A customer-first attitude and ability to effectively explain complex concepts to non-technical audiences. - Proactive mindset, with the ability to anticipate customer needs, identify potential issues, and suggest improvements to processes or the product. - Deep understanding of the software development life cycle and familiarity with Agile methodologies. - Advanced experience in Excel functions (formulas, Vlookup, and Pivot Table). - Experience with Zendesk and Jira or other support/project software - a plus. - Finance background - a plus. Benefits - A collaborative, team-oriented environment, the ability to own your schedule (work your local time zone), and the opportunity to grow at Datarails over many years - Target salary is $85-110k USD annually, depending on skillset, years, relevance of experience, and location. - Meaningful equity - 401(k) plan with up to 4% match and HSA & FSA Options - 100% paid medical, dental, and vision coverage for employees and 100% paid medical and 80% paid dental and vision coverage for dependents - $540/year toward glasses, sunglasses, or contact lenses from XP Health for employees enrolled in any Guardian Vision plan - Calm app membership - Parental leave - Flexible, unlimited sick time and PTO (we recommend 18-25 vacation days annually) - 12 paid company holidays - Life insurance - CPA/CFA license renewal reimbursement

Job Requirements

  • 2-4 years of experience in roles such as Product Support/Help Desk/Technical Customer Success in a SaaS environment, with a proven track record of driving customer satisfaction and resolving complex issues.
  • Extensive experience with troubleshooting and solving advanced technical problems in a fast-paced dynamic environment.
  • A customer-first attitude and ability to effectively explain complex concepts to non-technical audiences.
  • Proactive mindset, with the ability to anticipate customer needs, identify potential issues, and suggest improvements to processes or the product.
  • Deep understanding of the software development life cycle and familiarity with Agile methodologies.
  • Advanced experience in Excel functions (formulas, Vlookup, and Pivot Table).
  • Experience with Zendesk and Jira or other support/project software - a plus.
  • Finance background - a plus.

Benefits

  • A collaborative, team-oriented environment, the ability to own your schedule (work your local time zone), and the opportunity to grow at Datarails over many years
  • Target salary is $85-110k USD annually, depending on skillset, years, relevance of experience, and location.
  • Meaningful equity
  • 401(k) plan with up to 4% match and HSA & FSA Options
  • 100% paid medical, dental, and vision coverage for employees and 100% paid medical and 80% paid dental and vision coverage for dependents
  • $540/year toward glasses, sunglasses, or contact lenses from XP Health for employees enrolled in any Guardian Vision plan
  • Calm app membership
  • Parental leave
  • Flexible, unlimited sick time and PTO (we recommend 18-25 vacation days annually)
  • 12 paid company holidays
  • Life insurance
  • CPA/CFA license renewal reimbursement

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