Product Support Specialist - Troubleshoot, Guide & Delight Customers

Akia; San Francisco (CA); On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

Paid Time Off

401k Matching

Job summary

A hospitality tech company based in San Francisco is seeking a Product Support Specialist who will manage customer issues with technical expertise. This role involves end-to-end support, analyzing feedback, and guiding customers to understand the platform effectively. The ideal candidate has a BA/BS degree or relevant experience, excellent communication skills, and familiarity with SQL. The position offers a collaborative environment focused on customer satisfaction and problem-solving.

Qualifications

• 0-2+ years of relevant experience in customer support.
• Experience managing customers via email, chat, and phone calls.
• Ability to leverage SQL or server logs to investigate issues.

Responsibilities

• End-to-end ownership of customer issues including troubleshooting.
• Analyze customer feedback and bug-related trends.
• Build and manage a repository of knowledge articles.

Skills

Technical expertise

Customer management

Interpersonal skills

Analytical skills

Problem-solving skills

Education

BA/BS degree or relevant work experience

Tools

SQL

Job description

A hospitality tech company based in San Francisco is seeking a Product Support Specialist who will manage customer issues with technical expertise. This role involves end-to-end support, analyzing feedback, and guiding customers to understand the platform effectively. The ideal candidate has a BA/BS degree or relevant experience, excellent communication skills, and familiarity with SQL. The position offers a collaborative environment focused on customer satisfaction and problem-solving.