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Product Support Specialist

Posted On: May 21, 2021 | Location: Indianapolis, IN

About Boardable

Boardable is a fast-growing company with a mission to increase board member engagement and effectiveness by becoming the global go-to board software for mission-driven organizations. Celebrated for our mission, purpose, and values, Boardable was recently selected as one of Business Intelligence Group's Best Places to Work. We are always on the lookout for talented people who demonstrate drive, integrity, respect, teamwork, and empathy. If you can bring a diverse perspective, superpower skills, and an amazing attitude to our team, we want to hear from you.

About the Role

The Product Support Specialist will be the initial point of contact for Boardable customers in need of technical troubleshooting and general product support. This person will need to dive into the product and get familiar with what we’ve built. The role is perfect for someone who wants to help solve customer problems, organize customer feedback, build a career in the tech industry, and make an impact on a growing business.

This is an entry-level client-facing role with room for growth. 

Who you are:

  • Customer Obsessed
  • Personable
  • Self-starter
  • Curious 
  • Motivated
  • Detail oriented
  • Loves solving problems
  • Organized

Who we are:

  • Mission-Driven
  • Product-Led
  • Growth-Focused
  • Innovative
  • Fast-Paced
  • Collaborative Culture 



Duties/Responsibilities

  • Lead Tier 1 Support - managing communications with multiple customers via support chat, ticketing, email, and phone calls.
  • Become a Boardable Product Expert - communicating directly with customers and internal staff supporting tier 1 customer product questions and technical issues.
  • Co-Coordinate support schedules as needed
  • Identify, research, communicate customer needs via a tiered escalation process with dream team hand-off experience to Tier 2 and/or Tier 3
  • Use test environments to verify issues and reproduction steps; communicate verified issues to Tier 2 and Tier 3 support via our escalation service desk.
  • Use Jira and data reporting center to research customer issues and identify trends. 
  • Join product enablement sessions for product update releases and market launches.
  • Collect and provide product feedback for product management team based on customer feedback
  • Organize and create support documentation needs - help articles,  workaround tips, and troubleshooting guides.  
  • Co-plan and execute QA Regression Testing
  • Work with customer success, product, finance, operations, growth, sales, and marketing teams.

Experience/Education/Skills

  • Bachelor’s degree (or equivalent experience)
  • 1-2 years of professional experience (customer service and/or technical support)
  • Excellent verbal and written communication skills to resolve support issues by chat, phone, and email  
  • Technical aptitude and ability to learn software programs and train others
  • Knowledge of testing major browsers, QA regression testing, and QA auto regression testing is strongly preferred
  • Experience using Intercom, Jira, Hubspot, QA automation regression testing platforms
  • Superior organizational and time management skills; high attention to detail
  • High energy; motivation and ability to excel in a fast-paced environment as both an independent contributor and as a collaborative team member
  • Ability to work independently and juggle competing priorities
  • Passion for serving customers, helping them solve problems, and build relationships through tech support and use of Boardable’s products and services
  • Experience in SaaS highly preferred
  • Ability to effectively implement new programs and processes within the organization, gaining internal alignment throughout the process  
  • Thrive in a fast-paced environment, excel at handling multiple concurrent projects, customers, and have a relentless obsession for excellence
  • Self-motivated, organized, disciplined and able to work on your own and as part of a team
  • Detail-oriented with strong attention to follow-through 
  • Nonprofit and/or board experience a plus

Company Benefits

  • Flexible work schedule/remote work options
  • Unlimited Paid Time Off (PTO)
  • Monthly health stipend or access to health/dental/vision insurance
  • Monthly phone/tech stipend
  • Paid parental leave
  • 401(k) with employer match
  • Potential for equity compensation
  • Bonus opportunities

Diversity and Inclusion

Boardable is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We encourage all those interested to apply.