Product Support Specialist - Simplecast

  • SiriusXM
  • New York, NY, USA
  • Oct 15, 2020
Full time Customer Service

Job Description

The role of Product Support Specialist at Simplecast is the crucial front line of support for our customers. Our mission is to provide a seamless, low effort experience for our members and to resolve any issues they’re having in a timely and empathetic way. The Product Support Specialist is an expert in all things Simplecast and in addition to supporting our customers, surfaces important feedback to the rest of the company about customer requests and pain points.

About the Role:

  • Answering incoming customer tickets in a comprehensive and timely manner.

  • Surfacing customer feedback to the rest of the organization.

  • Staying up to date with new features and launches.

  • Creating support documentation such as knowledge base articles and standard responses as needed.

  • Advocating for our customers and deeply understanding customer pain points.

  • Providing support assistance on social media when necessary.

About you:

The role of Product Support Specialist is the voice of Simplecast to our customers. To be successful in this role you exhibit the following:

  • Are empathetic, knowledgeable, and able to communicate in a clear and compassionate way.

  • Advocate for our customers and community. You listen to our customers and provide guidance internally to make sure we’re best serving them with our product offerings.

  • Organized and analytical. Able to investigate issues thoroughly and feel comfortable with ambiguity.

  • Build bridges internally and work well interdepartmentally. It’s a team sport and you’ll often have to act as a bridge between various teams within Simplecast.

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