Swooped · 9 hours ago

Product Support Specialist

United States

Full-time

Remote

Entry Level

$45K/yr - $45K/yr

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Artificial Intelligence (AI)Human Resources

No H1B

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Responsibilities

Provide high-quality, advanced product support with exceptional customer service, technical expertise, and timely responses.

Respond to inquiries within the target First Response Time (FRT) and resolve issues within the target Time to Resolution (TTR).

Update internal knowledge bases with insights from technical issues and customer interactions.

Collaborate with subject matter experts to resolve technical issues, communicate feature requests, and share effective workarounds.

Follow up with customers to confirm their technical issues are fully resolved.

Collect customer feedback and share insights with Product, Sales, and Marketing teams.

Maintain and update help articles to ensure content remains accurate and relevant.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Technical SupportAI Tools ChatGPTAI Tools GeminiAI Tools CopilotCustomer Feedback CollectionKnowledge Base Updates

Required

Provide high-quality, advanced product support with exceptional customer service, technical expertise, and timely responses.

Respond to inquiries within the target First Response Time (FRT) and resolve issues within the target Time to Resolution (TTR).

Update internal knowledge bases with insights from technical issues and customer interactions.

Collaborate with subject matter experts to resolve technical issues, communicate feature requests, and share effective workarounds.

Follow up with customers to confirm their technical issues are fully resolved.

Collect customer feedback and share insights with Product, Sales, and Marketing teams.

Maintain and update help articles to ensure content remains accurate and relevant.

Strong Technical Foundation: You are passionate about new technology, including using and manipulating AI tools such as ChatGPT, Gemini, and Copilot. You are comfortable learning and using a variety of software tools.

Quick Learner and Adaptable: You quickly grasp new skills and concepts, embracing failure as part of the path to success.

Excellent Written Communication: You write effectively, delivering concise and clear responses.

Effective Time Management: You prioritize tasks, provide timely responses, and follow up consistently to ensure nothing falls through the cracks.

Agile and Flexible: You thrive in a fast-paced, early-stage startup environment—moving quickly, learning from failures, and making data-driven decisions.

Education: Bachelor’s degree or equivalent work experience.