Associate Product Support Specialist

Who You Are

Are you the kind of person who has curiosity about how things work, the patience of a rock, and the ability to make even the grumpiest of customers crack a smile? Do you know your way around a computer better than a squirrel knows its way around an acorn? Are you looking for an opportunity to get started in the world of online technology? If so, we have the perfect entry-level role for you - the Associate Product Support Specialist at Swoogo, the event management SaaS company that's changing the game!

You are proactive, love figuring out the specifics of customer issues like a nerdier Nancy Drew, are detail-oriented, and are able to quickly shift your context and focus from one problem to the next. You're looking for personal and professional growth in the customer support space and are excited about the opportunity to manage support issues for key accounts. Lastly, you are a team player with an individualistic streak and consider yourself the Bob Ross of Technical Support (no mistakes, just happy accidents!). 

About the Role

In this role you will:

• Provide software product-related support to customers and internal teams via email and video call/screenshare
• Troubleshoot and resolve software-related issues, escalating complex issues to senior team members as needed
• Collaborate with our product teams to identify and resolve software bugs
• Cultivate a thorough knowledge of Swoogo's products and services to provide effective support to customers
• Create and maintain detailed documentation of software issues and resolutions
• Ensure timely and effective communication with customers and internal teams

This position will operate in the following working hours: 8am - 5pm Eastern Time Zone 

What You’ve Done Before

• Excellent communication and interpersonal skills
• Experience in a customer service environment
• Strong problem-solving and analytical skills
• Ability to work effectively in a fast-paced, dynamic environment

It’d be Great if You’ve Done This

• Familiarity with event management software, software development, or SaaS industry is a plus

Learn more about Swoogo and how we work.