Founding Technical Product Support Ambassador
1 day ago
Overview:
Secfix is seeking a Founding Technical Product Support Specialist to join our team. This role will be responsible for providing exceptional support to our clients, serving as the first point of contact for product-related inquiries.
Key Responsibilities:
- Act as the first line of support on product-related queries via Intercom chat, responding with empathy, clarity, and efficiency to resolve issues quickly.
- Document bug reports, review logs, and identify recurring issues; collaborate closely with Product Engineering to escalate and track resolution without the need for direct debugging or code fixes.
- Perform pre-release QA checks to ensure you are uptodate.
- Own and update the knowledge base, including creating help center articles that simplify complex topics for our customers.
- Create videos and own communication on new feature releases and get our users excited about new functionalities.
- Continuously refine support processes to optimize customer experiences and improve efficiency.
- Serve as the technical product expert, training Customer Success Managers on product features and common troubleshooting methods to help them handle customer inquiries effectively.
- Set the ground for future Product Support specialists.
About the Team:
Secfix is a fast-paced startup environment that values collaboration, innovation, and continuous learning. Our team is passionate about building a great remote culture and creating a supportive community for our employees.
What We Offer:
- Remote Work: 100% remote work with a virtual office in Gather.
- Competitive Salary: Industry-competitive local salaries.
- Equity: Generous equity package – we're all owners of Secfix and beneficiaries of our collective success.
- Holidays: 26 days holiday + local public holidays.
- Health Insurance: Comprehensive health coverage.
- Development Budget: €1,000 annual personal development budget.
- Workspace Budget: Remote workspace budget and access to co-working spaces.
- Annual Retreat: Annual retreat to build connections and inspire ideas.
- Tech Equipment: Latest tech equipment (MacBook, monitors, headphones).
- Company Events: Company-wide events to build relationships and have some fun.
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