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Product Specialist role at Rocketlane, a fast-growing SaaS company focused on customer onboarding and professional services automation. The role involves providing product support, troubleshooting, and training to clients, ensuring a smooth customer experience.
Job Responsibility:
Receive and triage incoming cases (email, phone, and web)
Provide product support to clients related to technical and operational aspects of the product, including troubleshooting, educating on product features, and providing related product integrations (eg. Salesforce, Jira etc.)
Collaborate and communicate/escalate issues with other Product Support team members
Deliver a consistent, responsive, and satisfying customer experience at each touchpoint
Be responsible for the collation of key metrics/data points to enable reporting and analysis of customer satisfaction
Train customers in software platform basics and provide progressive guidance throughout the implementation and go-live process
Requirements:
A degree in a technology-related program with 2 - 4 years of experience in a Product Support role
Strong verbal and written communications skills
Tech-savvy individual with customer-first mentality and enthusiasm to build customer loyalty
Excellent organisational skills, diligent working style and an eye for detail
Excellent customer service and interpersonal skills
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