Product Support Specialist

Solvvy

Remote
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 12/25/2020
  • Website: solvvy.com
  • Company Address: 1200 Park Pl, Ste 350 1200 Park Pl, San Mateo, CA, 94403

About Solvvy

Solvvy is a machine learning startup reinventing the customer experience.

Job Description

The Company

Solvvy is a next-gen chatbot and customer support automation platform built with AI, ML, and Natural Language Processing technology. Working with leading brands such as UpWork, Calm, Under Armour, Ring, and GoFundMe, Solvvy delivers brilliant customer experiences and innovative SaaS technology to over 550 million users around the world.

Our Home is Your Home

We come from diverse backgrounds at Solvvy, and we prefer it that way! Our differences and unique perspectives make us stronger every day and are a key part of our values. Our objective is to maintain the open and transparent environment we thrive in while embracing these unique perspectives we each bring as individuals. A diverse, equitable, and inclusive workplace touches every aspect of our Company’s success from employee development, hiring, coaching, civic responsibility, and day-to-day decision making. 

 

You are welcome here! We are committed to ensuring that you experience this feeling every time you come in touch with one of our team members.

The Opportunity

As the first member of our Product Support Team, you will be responsible for handling all incoming support requests from our clients. You will communicate with clients via email, phone, and Slack as well as with internal peers including Engineers and Product Managers. You will gather use case information and utilize diagnostic tools to troubleshoot issues and document your findings. Based on what you learn, you will educate customers, resolve issues yourself, assign issues to other team members, or help set up and customize our product for the given use case. This is a highly cross functional role with potential career paths into other parts of our business. Being at the intersection of communication between our clients and our engineering and product teams, you will have the opportunity to help shape our product. Initially, you will report directly to our VP Product.

What You’ll Do

  • Own the inbound support channel for our clients for all tiers of support
  • Work closely with our Solutions Engineering product owner (PO), Customer Success, and Technical Account Management to prioritize and track all issues and handle client communication and education
  • Determine the disposition of all issues: questions, customization requests, bugs, or user errors
  • Tap into our broader institutional knowledge by searching our product documentation and asking questions of peers
  • Use diagnostic tools to debug technical issues
  • Route escalated issues to the appropriate team based on client tier and issue severity
  • Make configuration changes in our product using our internal and external dashboards as well as configuration files
  • Gather and prioritize product feedback for our product and engineering team. Identify documentation and training gaps

The Skillset

  • Strong verbal and written communication in English. Spanish language skills preferred
  • Excellent organizational skills
  • Customer service orientation, including user empathy, patience, and adaptability
  • Aptitude for learning products in detail 
  • Technical troubleshooting and problem solving skills
  • Experience with web technologies and troubleshooting tools, e.g. Chrome Developer tools
  • Experience with ticket tracking tools like Salesforce preferred 
  • Experience in a technical, customer-facing role



Ensuring a diverse and inclusive workplace where we learn from each other is core to Solvvy’s values. We welcome people of different backgrounds, experiences, abilities and perspectives. We are an equal opportunity employer and aim to provide a sense of belonging for everyone

Solvvy is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), national origin, age, disability, genetic information, political affiliation or belief.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.