Product Support Representative

Role overview

Help customers get reliable, ongoing value from a software platform used by audit and assurance professionals. You’ll handle support requests, guide users through product features, and relay customer needs to internal product and engineering teams while helping build a developing support function.

Responsibilities

- Respond to customer questions promptly and clearly through email, phone, and chat. - Investigate technical issues, reproduce them, and coordinate with engineering on fixes. - Explain product features and share practical guidance that helps customers use the software effectively. - Share customer feedback with product, design, and engineering teams, including feedback from beta feature rollouts. - Support onboarding through customer data setup and template creation. - Keep help articles, FAQs, and other self-service documentation accurate and useful.

Requirements

- 1–3 years of customer support experience in a technical, implementation, solutions, or related customer-facing role. - Experience working in a startup or scale-up environment, including situations with evolving processes or incomplete documentation. - A record of building customer satisfaction and lasting client relationships. - Ownership, follow-through, and the ability to complete work with limited oversight. - Adaptability, a collaborative approach, and a focus on customer needs.

Nice to have

- Familiarity with merge tag integrations in Microsoft Office applications.

Benefits and work setup

- Remote-first work arrangement. - The role requires working 9 a.m.–6 p.m. GMT.