About the RoleWe're looking for a Product Support Specialist to join our growing team.
Our Product Support team proactively and reactively solves customer issues while advising on best practices to deliver tangible results.
In this role, you'll help customers navigate the Xtremepush platform, investigate reported issues, and provide clear, effective communication.
You'll become an Xtremepush expert, using your knowledge to solve challenges and offer creative solutions tailored to customer needs and goals.
We value a solution-oriented mindset, taking the time to thoroughly understand our customers' requirements.
This role is ideal for someone with a technical curiosity and an interest in cutting-edge marketing technologies like web, mobile, API usage, and data segmentation.
If you're a strong team player who enjoys problem-solving and creating a friendly, human customer experience, we'd love to hear from you!
This is a hybrid role.
#LI-Hybrid
Key ResponsibilitiesProvide customer support for our multi-channel platform, primarily via email through support ticketsBecome an expert on how to best utilise the Xtremepush platformUse your technical skills to perform in-depth troubleshooting, across multiple technologies such as REST APIs, JavaScript, HTML, CSS, etc.Monitor and handle urgent customer issues and escalate when necessaryAdvise and guide customers in implementing their use casesPartner with the account management, product development, and technical operations teams to help improve our customer experienceProvide platform training sessions when necessaryHelp test new platform features and updatesAssist with identifying and writing missing user documentationWorking Arrangements:Working hours: Monday to Friday, 14:00 - 23:00 Ireland time zone (0900 - 18:00 United States Eastern timezone) (subject to change based on business requirements)Availability for recurring on-call rotations (including weekends) or to work on bank holidaysYour Experience and QualificationsEducated to a degree level, preferably in a technical subjectProficiency in English and Brazilian Portuguese required2–3+ years' experience in user support and/or customer success, preferably for a SaaS marketing, data, or multi-channel platformExperience working with one or more of the following:Marketing platformsEmail marketing campaignsWeb technologiesREST APIsMobile development (iOS, Android)Technical and/or instructional writingExcellent and empathetic customer-facing communication skillsPassion for providing solutions and customer serviceExperience with Zendesk, or similar support ticketing systemsNot afraid to embrace challenges in a supportive and encouraging environmentLogical problem solverCan work on own initiative, 'can do' attitudeTime-management and prioritisation skillsKeen on learning new technologiesLocationThis is a hybrid role based in Dublin, Ireland.
#J-18808-Ljbffr