Product Support Specialist

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GroWrk

WebsiteLinkedInAll Job Openings

51 - 200 employees

☁️ SaaS

🤝 B2B

🏢 Enterprise

💰 Seed on 2022-02

SaaS • B2B • Enterprise

GroWrk is a global IT device lifecycle management platform that automates procurement, configuration, deployment, retrieval, storage, reuse, and recycling of hardware for remote and distributed workforces. The company offers a unified SaaS platform with API and 40+ integrations, pay-as-you-go services, SOC 2 Type 2 security, and global logistics covering 150+ countries to help companies scale hardware operations and ensure compliance. GroWrk targets startups through enterprise customers with features like zero-touch deployment, AI help desk, ROI tools, and consolidated inventory and compliance reporting.

📋 Description

• Respond to customer inquiries via email, chat, and ticketing systems in a timely and efficient manner • Resolve customer issues in a professional and courteous manner • Provide technical support to customers and staff • Escalate customer issues to the appropriate team or department as needed • Maintain accurate records of customer interactions • Work with the Product and Engineering to provide a better understanding of customer’s technical issues • Troubleshoot technical inquiries following the established SLAs • Good understanding of the business for logistics support and general assistance • Work along with the Customer Success team, to improve customer satisfaction by providing great technical and platform support.

🎯 Requirements

• Bachelor's degree in a related field or equivalent experience • Strong analytical skills and the ability to interpret data and trends • 2 years of experience in customer support or technical support • Strong understanding of our products and services • Excellent communication and problem-solving skills • Ability to work independently and as part of a team • Excellent written and verbal communication skills • Ability to work under pressure and meet deadlines • Proficiency in Hubspot or any ticketing software (Zendesk, Jira, ServiceNow, Confluence, Salesforce) • Experience recreating and escalating bugs • Proficiency in English (C1+) • Minimum Programming experience (JavaScript, Python) (nice to have)

🏖️ Benefits

• A 100% work-from-home position with a company that values and fosters personal and professional growth • Monthly payment in USD • 20 days of PTO and local national holidays • Company Equipment • Fixed Budget for expenses (healthcare, personal care or learning)