Product Support Specialist

Location: Seattle, WA

Department: Customer Success

Type: Full Time

Min. Experience: Mid Level

Simply Measured is the leader in social media analytics, helping marketers leverage their social data to identify opportunities and to optimize their social activities to drive real business impact. Simply Measured transforms how social media contributes directly to the success of every business, by using data to help businesses listen, understand, measure, track and engage better across every social media channel. Our customers include some of the world’s largest brands, including over 50 of the Top 100 Global Brands, and that list continues to grow.

We’re hiring a Product Support Specialist to join our growing Customer Success team. You’ll be helping our customers use Simply Measured to succeed at their jobs. Our users are marketing professionals at all levels who work in brands and agencies across multiple industries.

You:

  • Easily grasp what customers are looking for – even if it’s not something you’re already familiar with
  • Ability to become a true product expert. You know every capability of the product, and how to apply it to creatively meet customer needs
  • Demonstrate outstanding communication skills, whether through email, on the phone, or in-person with colleagues. You ensure each customer feels understood, every answer is crystal clear, and you always find the right tone
  • Have a built-in sense of urgency, and the judgement to get the most important things done first
  • Set boringly accurate expectations. No one will wonder when you’ll get back to them, they’ll know – because you told them when, and you never forget
  • Clear and concise technical writing abilities

Responsibilities:

  • Answer questions and help customers use Simply Measured successfully. Many are questions, and you know just the answer. Some are problems, and you quickly figure out how to verify and troubleshoot the issue at hand
  • Help us serve customer needs more effectively and efficiently (e.g. by writing technical support documents, building educational collateral and guides, and helping to improve our team’s process and capabilities)
  • Work with our Engineering team to resolve technical issues. You won’t be writing code, but you’re fluent in technical language and you really understand technical concepts
  • When you answer several questions on the same topic, or notice a trend, you carve out some time to write a polished self-serve guide and publish it in the Help Center
  • You’ll mostly be working over email, with occasional phone calls, video chats, and screen shares. You’ll work directly with customers, plus you’ll collaborate on requests and issues with Customer Success Managers

Qualifications:

  • Experience can vary – show us a track record of success
  • Ideal past experiences: providing customer support or training within a technology, PR or digital marketing company, client services at an agency or consultancy
  • Strong technical understanding. You know (or can quickly research and grasp) concepts like an API, authentication token, and the difference between “Error 403” and “Error 404”
  • You’re organized and efficient, and you’ve helped others become more organized and efficient
  • You learn business software fast. Whether Excel, Salesforce, JIRA, or custom tools, you’ve proven you can get up to speed quickly
  • Knowledge of social media, business intelligence, and analytics is a major plus
  • Excellent customer-facing presentation, communication, and writing skills
  • BA or BS degree
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