Product Support Specialist Jobs

Fiverr Enterprise is looking for a Product Customer Support Representative to assist our Support team with technical problems when using the Enterprise Platform

Fiverr Enterprise offers a SaaS platform that makes it easy for companies to work with freelancers from all aspects (sourcing, onboarding, tracking, payments, and compliance), so your teams can focus on getting things done.

We help tech companies and agencies increase their productivity by enabling them to tap into the world's most flexible workforce - the booming freelance economy - without the hassle and headaches that come with it.

Our work model is hybrid, combining remote and on-site work. This allows us to get things done when and where we are most productive.

The office is based in Orlando = Hybrid model - 3 days in office - 2 remote

WHAT AM I GOING TO DO?

• Handle and respond to our clients from all tiers (SMB to Enterprise) on any support-related tickets and provide technical support via various channels (email, chat).
• Document and track customer issues and resolutions in a ticketing system.
• Collaborate with different teams in the company, such as Customer Success, Product, R&D, and Finance.
• Be the first point of escalation for support-related issues raised
• Assist with first-level and second-support in troubleshooting customer complaints across the designated product range by analyzing customer problems and asking the appropriate questions to support resolution.
• Provide exceptional customer service, ensuring customer satisfaction with each interaction.
• Contribute to the development and improvement of technical support processes and knowledge base articles.
• Guide customers through troubleshooting steps, offering clear and concise instructions.
• Understand the product and stay up-to-date with product knowledge to provide accurate and relevant technical information to customers.
• Maintain a detailed understanding of products and services
• Identify, troubleshoot, and resolve technical problems reported by customers, escalating complex issues to higher-level support teams when necessary (R&D or Customer Success, or Product).

Qualifications

• At least 3 years of experience in a Technical Support role or similar customer-facing position.
• Attention to detail and strong organizational skills.
• Bachelor's degree in a relevant field (Information Technology, Information Systems, etc.).
• Ability to prioritize, multitask, work independently, collaboratively, and adapt to a fast-moving environment.
• Strong Excel
• Proven experience in customer service in a technical or IT environment
• Excellent written and verbal communication skills with the ability to convey technical concepts to non-technical users.
• Familiarity with ticketing systems and customer relationship management (CRM) tools.
• Strong technical aptitude and ability to quickly learn and understand new technologies

Preferred Qualifications

• SQL experience.
• Experience using Zendesk and Intercom softwares, and other remote support tools.

EQUAL OPPORTUNITIES

At Fiverr, we prioritize diversity. We celebrate difference and embed it into every aspect of our workplace and product, as well as our community. Fiverr is proud and committed to providing equal opportunity employment to all individuals regardless of race, color, religion, sex, sexual orientation, citizenship, national origin, disability, Veteran status, or any other characteristic protected by law. In addition, Fiverr will provide accommodation to individuals with disabilities or a special need.