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Job Description

Customer Support Specialist

Remote Full Time

Description

In this high impact role, you will drive customer platform adoption by understanding their use cases and mapping them to our platform and product offerings. You must have excellent spoken and written communication skills to share your thinking and ideas.
About Us

We, at FirstPrinciples, are the #1 Engineering and Growth Partner to SaaS Companies. We help large scale corporations and funded startups build digital products that solve real pain-points and also help such companies find scalable distribution channels for their products.

Through First Principles Ventures, we start, acquire, and invest in SaaS Companies in the Martech, and Fintech space.

Check out more about us on: https://firstprinciples.io/

Also, feel free to check out details about our product, SyndicationPro: https://syndicationpro.com/

You will be responsible for:
  • Engaging with our clients primarily through email, phone, or our ticketing system
  • Understanding client needs and tackle problems
  • Thinking creatively about technical issues and find ways to change showstoppers into positive ways forward
  • Working closely with internal teams and external partners to deep dive on a customer request or Issue to provider resolution within SLA.
  • Managing workflow using our systems to ensure nothing falls to the bottom of the to-do list
  • Keeping current on product releases and updates
  • Sharing the knowledge among your fellow troubleshooters and create knowledge articles when necessary
  • Supporting Customers working with Migration teams on Data Migrations to our Platform.
We are looking for someone with:
  • 1-2 years of prior experience in SAAS environments.
  • Experience in writing professional Emails
  • Experience in handling a high volume of customer queries
  • Must be comfortable working during night shifts.
  • A passion for solving problems.
  • A way with words that makes technical topics easy to understand
  • A keen eye for getting to the root cause of an issue
  • A love of helping people
  • An ability to manage multiple needs and keep them all on track
  • A strong ethos towards helping the team win
  • Prior experience in SaaS environments.
Timings:

Central Time zone

8:00am EST to 5:00pm EST (6:30pm – 3:30am IST)