Product Support Specialist

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Element451

Site WebLinkedInTous les Emplois

51 - 200 employés

Fondée en 2018

📚 Éducation

🤖 Intelligence artificielle

☁️ SaaS

💰 €3 500 000 Series B en 2022-10

Education • Artificial Intelligence • SaaS

Element451 est la première plateforme de CRM et d'engagement étudiant basée sur l'IA, améliorant la productivité du personnel et enrichissant l'engagement étudiant dans l'enseignement supérieur. En exploitant la technologie de l'IA, Element451 répond aux attentes évolutives des étudiants et aux demandes croissantes des établissements éducatifs. La plateforme propose des assistants IA adaptés tant aux étudiants qu'au personnel, ainsi qu'une analyse de données intelligente, visant à créer une expérience de campus plus connectée et efficace.

Description

• Manage multiple concurrent customer issues while balancing speed, accuracy, and empathy, primarily through in-app live chat. • Work within SLA, severity, escalation, and customer-impact guidelines. • Investigate the deep end of the product: reproduce problems, examine data, imports/exports, workflows, and application configurations, and isolate root cause before responding. • Provide clear reproduction steps, business impact, screenshots, logs, and supporting detail when escalating verified bugs to Engineering. • Recognize recurring ticket patterns and translate them into knowledge-base improvements, reusable responses, product feedback, or ticket-deflection opportunities. • Communicate with customers during urgent, ambiguous, or high-friction situations while remaining calm, professional, and solution-oriented. • Demonstrate sound judgment when handling customer data, screenshots, logs, account information, and confidential details. • Stay current on product releases, known issues, customer workflows, and support best practices across both platforms.

🎯 Exigences

• 3+ years of experience in SaaS product support, technical support, or a similar customer-facing support role. • Experience managing a high volume of support tickets in a queue-based environment. • Strong troubleshooting skills — you investigate, document, and resolve novel issues while identifying root cause. • Excellent written communication skills; you can break complex technical subjects into clear, simple explanations. • Strong judgment around prioritization, escalation, urgency, and customer impact. • Experience using ticketing systems, knowledge-base tools, CRM systems, or support platforms. • High emotional intelligence and ability to convey empathy in support interactions. • Ability to create and maintain clear documentation, support notes, and reusable knowledge content. • Comfortable working remotely with strong self-management, accountability, and follow-through. • Curious, resourceful, and willing to ramp on new products, systems, workflows, and tools. • Positive, collaborative approach with a strong desire to help customers and teammates succeed.

🏖️ Avantages

• Comprehensive health, dental, and vision coverage • Flexible PTO • Remote-first with home office stipend • 401(k) with company match • Professional development support