Technical Product Support Specialist

2 months ago

Toronto, Canada Voiceflow Full time

**About the Team**

To support our rapid growth, we are looking for a Technical Product & Customer Support Specialist. As part of our growing Technical Product Support team, you'll spend most of your time interacting directly with our Enterprise customers & userbase and ensuring that they achieve success with our platform.

As a founding member of the Customer Support & Customer Experience team, you will be an instrumental piece in sustaining and improving our customer offerings.

We pride ourselves on delivering exceptional products and experiences, and your contributions will be crucial in maintaining this standard. We're in search of someone who embodies our values: curiosity, meticulous attention to detail, and a talent for turning every customer interaction into a positive experience.

**About the role**

Our Technical Product Support team is an escalation team to our earlier stages of support, in addition to being a client-facing professional for our Enterprise customers. We are responsible for providing in-depth, product-level support to our users when they're facing complex, niche, or app-specific challenges.

In addition to providing support, we serve as a strategic partner to the rest of the company — sharing common confusions with our Product team, escalating platform-wide bugs to our Engineering team, and identifying churn-risks to our Sales team, amongst other forms of collaboration.

If you are comfortable in the face of ambiguity, exceptionally analytically minded, and a self-starter with an insatiable appetite for learning, then we want to hear from you.

**Your Responsibilities**

As a Technical Product Support Specialist, you will:

- Serve as an escalation point for complex, product-level support, aiding users facing intricate challenges.
- Master Voiceflow's ins and outs, becoming a product advocate who can expertly navigate and resolve user inquiries.
- Provide direct support to our diverse user base, from enterprise developers to AI chatbot enthusiasts, ensuring their success on our platform.
- Identify the nature of user issues—distinguishing between how-to questions and bugs—and address them accordingly, using our debugging tools for thorough investigation.
- Update and resolve customer requests efficiently, ensuring seamless communication with both customers and internal teams.
- Act as a strategic liaison across the company, sharing insights with our Product, Engineering, and Sales teams to drive continuous improvement.

**Qualifications**:

- 1-3 years of experience in a technical support role, ideally within a SaaS environment.
- Proficiency with Zendesk, Intercom, or similar ticketing systems.
- A customer-centric approach, with a knack for empathetic and effective communication.
- Excellent problem-solving skills, comfortable navigating ambiguity in a fast-paced setting.
- Strong written and verbal communication skills, capable of simplifying complex issues for a diverse audience.
- Experience or a strong interest in SaaS products, design, startups, and their user communities.
- A commitment to continuous improvement, always looking for ways to optimize processes and solutions.

**What will help you excel in this role**:

- Previous experience with Voiceflow or similar platforms, either personally or professionally.
- Familiarity with API documentation and experience integrating APIs.
- A background in creating technical documentation and processes.
- Experience collaborating across teams or with customers directly.
- You have a constant improvement mindset and think of ways to make things easier and better.
- You enjoy learning new topics and are eager to embrace new product developments, particularly in AI, NLU, LLM and API/Code.

**Why Join Us?**
- Be a part of a growing startup at the forefront of Conversational AI, where your work directly impacts our direction and success.
- A collaborative, dynamic work environment where learning and growth are encouraged and supported.
- The chance to work with a team that values innovation, creativity, and a customer-centric approach.

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