Product Support Expert

Job Overview

Location Restriction
United States
Job Type
Full Time
Date Posted
1 month ago

Job Description

This Role Is For You If…

  • You would describe yourself as patient, empathetic and having a good sense of humor
  • You’re independent, self-motivated and can stay efficient and productive without someone looking over your shoulder all day long
  • Superb written and verbal skills (with a professional yet fun demeanor).
  • You consider yourself tech-savvy and efficient with SaaS applications

Your qualifications:

  • Self-motivated and proactive mindset.
  • Remote work experience is considered an asset.
  • Based in the USA, quiet home office with fast internet.
  • Prior experience in a customer-facing role (Support, Success, Account Management, or Sales).

We’re looking for a Product Support Expert to join our team to cover support 9 - 6 PM EST Tue-Sat.

Your responsibilities will include: 

  • Answering incoming phone calls from customers to offer support
  • Answering support tickets to help customers and free trials (we use Help Scout)
  • On-boarding and setting up new accounts and winning them over from the get-go.
  • Monitoring accounts to ensure that our customers are thrilled, and looking out for (and addressing) warning signs of churn.
  • Advocating customers’ requests and needs across the entire company (we use Basecamp)
  • Educating about newly released features and functionality.
  • Contributing to our Help Center (help.followupboss.com)

30 Day Targets:

  1. Learn the Follow Up Boss software & product offerings to be effective in the position
  2. Complete all position-specific onboarding tasks, setup, and initial training
  3. Virtually meet all Follow Up Boss employees

60 Day Targets:

  1. Actively work in the ticket queue on a daily basis
  2. Answer incoming calls and complete 3 training calls

90 Day Targets:

  1. Meet or exceed KPI expectations
  2. Contribute at least 3 documents to the Help Center

KPI’s:

  1. Average Calls per Day
  2. Average Tickets Per Day (conversations)
  3. Three Help Articles Per Month (new or update)

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