Product Support Specialist - LATAM

6 hours, 33 minutes ago
Swapcard

Swapcard

Swapcard is a top event and community platform providing AI-powered all-in-one event management solutions for in-person and hybrid events, fostering networking and community building.

Professional Services
251-1K
$5M raised

Description

  • Communicate efficiently with customers through Intercom and occasional video calls.
  • Own customer issues from initial contact through resolution or escalation to the appropriate subject matter expert.
  • Build deep product knowledge across all user types and plans to support customers effectively.
  • Work with the Success team to help ensure customers have a great experience with the platform.
  • Partner with Product teams to identify issues and synthesize customer feedback into informed solution recommendations.
  • Continuously identify gaps in Help Center content and document knowledge.
  • Troubleshoot customer questions and problems using available resources and technical knowledge.
  • Contribute ideas and feedback to improve support workflows, efficiency, and automation.

Requirements

  • 1-2 years of technical support experience.
  • Previous experience working in a troubleshooting environment.
  • Solid understanding of tech fundamentals and modern tools such as Slack, Notion, Intercom, JIRA, and Gainsight.
  • Understanding of web technologies and concepts such as HTML, CSS, JavaScript, and APIs.
  • Ability to troubleshoot baseline topics and use resources to find answers.
  • Strong customer focus and a genuine desire to help customers.
  • Strong communication skills, including the ability to question, clarify, empathize, and use appropriate tone and language.
  • Strong problem-solving skills with the ability to think critically and learn on the fly.
  • Ability to take on and act on feedback.
  • Demonstrated success working with KPIs or other metrics/quotas.

Benefits

  • Remote-first policy with headquarters in Paris.
  • Generous paid time off.
  • 100% of health insurance contributions paid by Swapcard.
  • Work-from-home budget for equipment setup and remote work needs.
  • Co-working space budget to support remote work in professional environments.
  • Learning budget for developing new and existing skills.
  • Mental health care initiatives.
  • In-person social gatherings to celebrate achievements.

Interested in this position?

Apply directly on the company website

Apply Now

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