Product Support Specialist

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October 9

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Datarails

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SaaS • Finance • Artificial Intelligence

Datarails is a financial planning and analysis platform tailored for Excel users. It offers a software solution that automates data consolidation, financial reporting, and budgeting while allowing finance teams to maintain their own Excel spreadsheets and financial models. The platform integrates with popular accounting, ERP, and CRM systems to consolidate data in one place. Using AI, Datarails provides advanced tools such as scenario modeling and data visualization, enabling users to make informed business decisions quickly. It's designed to save time on repetitive tasks so finance professionals can focus on strategic insights.

201 - 500 employees

☁️ SaaS

💸 Finance

🤖 Artificial Intelligence

📋 Description

• Act as the initial point of contact for all Datarails-related questions from both our customers as well as internal stakeholders via Zendesk (chat, email and web form) • Troubleshoot incoming issues, providing a first response and subsequent follow-ups to customers. • Monitor incoming tickets, process, respond, and direct unresolved issues to the next level of support personnel. • Support and engage customers to deliver high customer satisfaction, advocacy, and loyalty. • Expand and refine the company's knowledge base to empower users to independently resolve issues.

🎯 Requirements

• 2-4 years of experience in roles such as Product Support/Help Desk/Technical Customer Success in a SaaS environment • Extensive experience with troubleshooting and solving advanced technical problems in a fast-paced, dynamic environment • A customer-first attitude and the ability to effectively explain complex concepts to non-technical audiences • Proactive mindset, with the ability to anticipate customer needs, identify potential issues, and suggest improvements to processes or the product • Deep understanding of the software development life cycle and familiarity with Agile methodologies • Advanced experience in Excel functions (formulas, Vlookup, and Pivot Table) • Excellent communication skills, both written and verbal, in English - a must. • Experience with Zendesk and Jira or other support/project software - a plus. • Finance background - a plus.

🏖️ Benefits

• Competitive compensation • Private medical and dental insurance through BUPA • Pension scheme with salary sacrifice OR net pay options with 3% employer pension contribution • 20 days of PTO + 8 paid company holidays + 7 days of company-provided sick leave