Product Support Specialist

Freddie Mac; United States; Remote; USD 50,000 - 70,000; Full time

Job summary

FURTHER, a leader in AI-powered Sales & Marketing solutions for senior living and healthcare, seeks a Product Support Specialist. You'll support customers in using our platform, troubleshoot issues, and create documentation. Ideal candidates exhibit excellent communication skills and a passion for helping others, along with technical proficiency.

Qualifications

• Proven ability to provide timely customer support.
• Experience troubleshooting technical issues.
• Exceptional communication skills with a passion for customer success.

Responsibilities

• Provide customer support via email and support tickets.
• Troubleshoot customer issues quickly and effectively.
• Create and maintain user-friendly documentation.

Skills

Customer-Centric Mindset

Technical Aptitude

Communication Skills

Tools

Zendesk

HubSpot

Salesforce

Job description

About FURTHER

FURTHER is the leading AI-powered Sales & Marketing platform for senior living and healthcare organizations. Our next-gen suite of website engagement and AI sales assistants streamline the buying process for prospects and automate repetitive tasks for sales teams, driving higher conversion rates and increased NOI. Our unique blend of groundbreaking technology and deep industry expertise have made us the most widely adopted AI toolset in the market, used by over 5,500 communities to generate over $2.8 billion.

The Role

We're seeking an experienced Product Support Specialist to help our customers, big and small, with their use of Further's platform. A typical day may involve working on a queue of support tickets ranging from general product assistance requests to configuration updates to anything and everything. After that you may work on some product documentation and help some coworkers debug a gnarly issue with a customer CRM.

You'll work closely with product, engineering, and customer success teams on a daily basis.

What You'll Own

• Customer Support: Provide timely and empathetic support to customers via email and support tickets using tools like Zendesk or similar systems.
• Troubleshooting: Serve as the front-line for customer issues, providing quick and effective solutions while working closely with our engineering and broader support teams.
• Documentation: Create and maintain clear, user-friendly documentation, FAQs, and help articles to empower customers.
• Cross-Functional Collaboration: You will work closely with the product team to influence the roadmap based on customer needs, while supporting the customer success team with technical escalations and guiding the implementation team on best practices and solution design to ensure seamless delivery.

What You'll Bring

• Customer-Centric Mindset: A genuine passion for helping customers achieve their goals.
• Technical Aptitude: You're comfortable learning technical concepts, troubleshooting APIs, deciphering coded script, and working with CRMs like HubSpot, Salesforce, or similar platforms.
• Support Experience: Familiarity with support systems like Zendesk, Intercom, or similar platforms. This is not the first time you've been in a customer-facing role.

• Communication Skills: Exceptional written and verbal communication skills with the ability to translate complex technical concepts for a non-technical audience. Proven ability to build rapport and trust with clients, ensuring effective collaboration throughout the project lifecycle.

Bonus Points

• Experience in SaaS, healthcare or senior care industry
• Prior experience using tools like Twilio, Google Analytics, Zapier, etc...
• Experience with project management tools (e.g., Asana, Trello, or similar)
• Prior experience working on a global, all remote team

Equal Opportunity Employer

We hire talented and passionate people from a variety of backgrounds because we want our global employee base to represent the wide diversity of our customers. If you're excited about a role but your past experience doesn't align perfectly with every bullet point listed in the job description, we still encourage you to apply. If you're a builder at heart, share our company values, and enthusiastic about making software toolmaking ubiquitous, we want to hear from you.

FURTHER is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. FURTHER considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. FURTHER is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please let your recruiter know.