Product Support Specialist Jobs

Akia is a venture-back (Series A) company founded in 2019 by ex-Facebook employees. We are reinventing how businesses stay engaged and connects with their valued customers. Our no-code platform empowers businesses to streamline their day-to-day operations, optimize their revenue, improve reputation, and create a unique customer experience and engagement.

As a Product Support Specialist, you are a knowledgeable technical specialist who understands pain points and challenges that our customers face operating our platform for their businesses. Your technical expertise and customer-first mindset will help guide and resolve customer issues. You will be the primary point of contact on all support related issues for Akia’s customers.

What you’ll be doing

• Build and manage repository of knowledge articles and foster a culture of knowledge sharing.
• Think creatively on how to best address problems with no immediate or clear solutions.
• Serve as Akia’s subject matter expert, and help our customers implement and understand Akia’s complex feature sets.
• Analyze customer feedback and bug-related trends; separate customer confusion from bugs.
• End-to-end ownership of customer issues – including troubleshooting, triaging, identification of root causes, and issue resolution.
• Meet and exceed customer expectations on response quality, timeliness, and customer experience.
• Provide astute and well-thought-out guidance for our customers on both technical and non-technical matters.

What you should have

• Experience managing customers via email, chat, and phone calls.
• BA/BS degree or relevant work experience
• Ability to prioritize, manage, and multi-task.
• Excellent interpersonal and communication skills with an ability to build strong internal and external relationships.
• 0-2+ years of relevant experience
• Analytical and problem solving skills to understand complex problems and issues no matter how large or small.

Perks!

• Paid Time Off
• Health, Dental, Vision, Life benefits
• Commuter benefits
• 401k Matching

Job Type: Full-time

• Work Location: On-site