Product Support Specialist

Who You Are

You love geeking out over solving complex problems with a team of fellow nerds at your back. You get your kicks from making customers swoon over elegant solutions to their toughest questions. You live for the thrill of landing smack in the middle of a challenging technical problem and going full-Sherlock Holmes when things get complicated. You're restless and itchy for a puzzle when everything’s going according to plan.

You are proactive, love figuring out the specifics of customer issues like a nerdier Nancy Drew, are detail-oriented, and are able to quickly shift your context and focus from one problem to the next. You're looking for personal and professional growth in the customer support space and are excited about the opportunity to manage support for key accounts. Lastly, you are a team player with an individualistic streak and consider yourself the Bob Ross of Technical Support (no mistakes, just happy accidents!). 

About the Role

As a Product Support Specialist, you will be on the front line working with our most important customers to answer questions about the product’s capabilities, advise on best practices for advanced configuration questions, troubleshoot technical issues related to the product’s operations, and ensure that they receive an exceptional service experience along the way.  You'll work to grow your understanding of the Swoogo platform and its capabilities before directly partnering with our customers to help resolve their event challenges. 

Every day will look a little different, but in general, you will do things like:

• Provide software product support to customers and internal teams via email, live chat, and video call/screenshare.  
• Continually look for ways to surprise our customers with unexpectedly delightful experiences. 
• Establish and sustain authentic connections and relationships with customers and colleagues.
• Collaborate with peers and our engineering teams to identify, document, and resolve software bugs.
• Leverage the flexibility of the Swoogo platform to design creative and elegant solutions for our customers' most unique use cases.  
• Write internal and customer-facing help articles to make ongoing contributions to the product knowledge base.  
• Maintain a high level of professionalism and customer service at all times while still embracing your authentic self. 

Kindly note, this position will operate in the following working hours: 9 AM - 6 PM Australian Eastern Standard Time (AEST). This is a full-time, ongoing position. As Swoogo does not have a local entity in Australia, the role will be engaged under a contractor arrangement. We’re a fully remote company and offer a wide range of perks to support our team.

What You’ve Done Before

• 2-3 years of experience handling high volume and/or high-touch technical SaaS support across multiple platforms.
• Experience with ticketing platforms, such as Zendesk, Intercom, Salesforce, or ServiceNow. 
• You love working with people and go out of your way to ensure that every level of customer interaction is human and authentic. 
• You clearly communicate issue resolutions to customers in a friendly and approachable way. 
• You have strong problem-solving and analytical skills, and you love thinking critically and troubleshooting to get to the root of issues quickly. 
• You excel in a fast-paced, dynamic environment. 

It’d be Great if You’ve Done This

• Experience in event tech or the events industry is a plus. 
• Exposure to working with mobile apps, front-end web development, video streaming & production, Knowledge-Centered Support, CRM integrations, or API development. 

Swoogo & How We Work

Learn more about Swoogo, how we work and perks.