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Product Support Representative I
Posted on 7/15/2022
Experience Level
Desired Skills
  • Bachelor's degree or relevant work experience
  • 3+ years of experience in a customer facing role for a SaaS technology company
  • Proven work experience as exceptional technical support professional
  • Ability to diagnose and troubleshoot technical issues
  • Excellent problem-solving and communication skills, both written and verbal
  • Ability to empathize with customers and convey confidence
  • Resilient and adaptable to a dynamically changing business and product
  • Self motivated and internally driven
  • Trustworthy, reliable with a high level of integrity
  • Customer obsessed
  • Bonus points for:
  • Experience working in a remote environment
  • Familiar with helpdesk software (eg. Zendesk)
  • Background in Information Technology, Computer Science or relevant field
  • Engage with customers and troubleshoot issues through chat, email and phone channels
  • Diagnose and troubleshoot technical issues varying in complexity and determine the appropriate course of action
  • Ask customers targeted questions to quickly understand the root of the problem
  • Meet internal Service Level Agreements and Key Performance Metrics
  • Prioritize and manage several open issues at one time
  • Properly escalate unresolved issues to appropriate internal teams
  • Recognize trends with reported issues and communicate them to appropriate internal teams
  • Partner and collaborate with leadership on strategic projects as needed

1,001-5,000 employees

Marketing automation for e-commerce
Company Overview
Mailchimp is an all-in-one Marketing Platform for small business. The company empowers millions of customers around the world to start and grow their businesses with smart marketing technology, award-winning support, and inspiring content.
  • Investing in you and your future - Mailchimp pays for 100% of health, vision, and dental insurance premiums for all employees and their families. Wellness programs and intramural sports teams make it easy to prioritize your health. Our parental leave is ample and our 401k program—including profit-sharing—is next level.
  • Learning and development - Whether we’re attending conferences, doing internal apprenticeships, completing unconscious bias training, learning more through Mailchimp University, or enjoying our weekly Coffee Hour series, we’re always stretching our brains in new ways. We also offer up to $20,000 in tuition reimbursement.
  • Community dedication - We sponsor the work of dozens of local nonprofits, from arts organizations to literacy programs. Plus, every employee gets 16 volunteer hours a year to use working with the nonprofit of their choice.