Product Support Specialist
Product Support Specialist
Boardable is searching for a Product Support Specialist with a passion for building technical skills and love building customer relationships. This Product Support Specialist will be the point of contact for Boardable customers in need of technical troubleshooting, in depth product technical support and training. This person will need to dive into the product and get familiar with what we’ve built. This role is perfect for someone who loves solving customer problems, critical thinking, relationship building, and wants to build a career in the tech industry and make an impact on a growing business.
The Support Specialist will be a player-coach who spends most of their time investigating technical requests, providing information about the product to customers, devising workarounds for bugs and known limitations, collecting product feedback, and validating bug reports.
Their remaining time will be spent improving documentation, collaborating with part-time colleagues to maximize their impact, optimizing support platform setup (including AI settings and content reference pool), advocating for bug resolution with cross-departmental teammates, and designing internal processes to help the support team maintain excellent results in customer satisfaction, response time, and time to resolution.
Duties/Responsibilities
- Co-Lead Support: managing communications with multiple customers via support chat, ticketing, email, phone calls, and video conferencing calls.
- Become a Boardable Product Expert - communicating directly with customers and internal staff supporting customers with product training questions and technical issues.
- Supporting our customers with heart, passion, and care until resolution.
- Use production test environments to verify issues; documenting and communicating product technical bugs or issues outlining reproduction steps, nuance details, and discovery data supporting Tier 3 and Engineering to resolve product technical issues via our escalation service desk (Jira).
- Use Jira, Logs, data reporting center, and other tools to research customer known and reported issues
- Co-Coordinate support schedules as needed
- Identify, research, communicate customer needs via a smooth dream team baton passing experience with support team, success team, and sales team.
- Join product enablement sessions for product update releases and Go-To-Market launches.
- Collect and provide product feedback for product management team based on customer feedback
- Review support documentation and report updates and communicate any updates / changes as needed
- Coordinate with team to ensure support through on-call rotation schedule
- Work with product, engineering, quality assurance, customer success, finance, operations, growth, sales, ops, and marketing teams
- Regularly review the support transcripts of part-time teammates to provide recommendations for improvements to writing or process
- Collect information on known issues and share with colleagues in Customer Success to aid in retention efforts
- Prioritize between bug reports and advocate for those most urgent with colleagues in Product and Engineering
- Determine processes for resolving frequent request types, communicate these effectively to teammates
- Review bug reports logged by team members to ensure complete validation
Experience/Education/Skills
- 2 - 4 years of professional experience (customer service and/or technical support)
- Excellent verbal and written communication skillsTechnical aptitude and ability to learn software programs
- Excellent teaching and coaching skills and passion for training others
- Experience using Intercom, Jira, Hubspot
- Superior organizational and time management skills
- Curious and engaging customer problem solver with excellent attention to detail and strong follow-through
- High energy, self-motivation, passionate, and ability to excel in a fast-paced environment as both a disciplined individual contributor and as a part of a collaborative team
- Thrive in a fast-paced environment, excelling at handling multiple concurrent projects, customer conversations tickets, and have a relentless obsession for excellence
- Passion for serving and supporting customers. Building relationships through product support from the entire customer life-cycle.
- Experience in SaaS highly preferred
- Nonprofit and/or board experience a plus
About Us
Boardable empowers nonprofits with the technology and thought leadership they need to drive positive change in the world. We believe that by providing a complete nonprofit operating system, we can support the incredible work of nonprofits and help them to achieve their missions and goals. Our unwavering commitment to excellence, innovation, and exceptional customer experiences sets us apart and enables us to make a meaningful impact in the world.
