Product Support Specialist

San Francisco, CA or Remote

Poll Everywhere logo
Poll Everywhere
Apply now Apply later

Posted 2 weeks ago

Poll Everywhere transforms presentations into conversations. Speakers create interactive questions, word clouds, discussions, and competitions that their audience can instantly respond using their mobile devices, tablets, or on their desktop. Since debuting in 2008, Poll Everywhere has grown to support clients from individual educators looking to engage their students to flagship companies such as Google, Spotify, AT&T, and Target. We take helping our customers really seriously at Poll Everywhere. Everyone, from the engineers to the Marketing team, relies on Support to channel the user – to know them, love them, and be their voice. People engage with our product to have important and memorable experiences wherever they may be.
Poll Everywhere provides presenters with a multitude of interactive elements to use as they see fit in their presentations. On any given day you can be talking to corporate presenters, stressed event planners, and the occasional television executive who all need clear, helpful advice. They also appreciate creative ideas for spicing up their presentation and enjoy a personality that matches our own quirky style. As a virtual tool, we're seeking a Product Support Specialist to help our clients across all facets of our platform while providing our users with a great experience. In addition, you will have the opportunity to learn about and contribute to the evolution of our support model and product offerings alongside the Customer Support Team Manager.
As a Product Support Specialist, you will also assist our Customer Support Specialists with customer tickets and incoming support calls as needed. Cooperation and self-motivation are greatly valued. Poll Everywhere will reward these qualities with a deep commitment to your professional development. Our company growth has created a promising environment for career advancement and rewarding challenges. A few of our former support specialists have gone on to become customer success managers, a product manager, marketing content engineer, and operations manager all within Poll Everywhere. 

Enough about us. Let's talk about what you bring to the role...

  • 1+ years of experience in a client-facing software support role (preferably SaaS) with an understanding of customer service, technical issue resolution, and support best practices.
  • Experience communicating and problem solving with stakeholders such as engineering, QA, and product.
  • Have a working knowledge of OS, Android, and Windows platforms in order to take ownership to resolve complex issues.
  • An ability to prioritize urgent tasks based on customer needs and your day to day responsibilities.
  • Be friendly with numbers. We really like data, and expect you to be comfortable meeting with some basic metrics such as call volume, answer rates, and conversion to identify and summarize trends among customers.
  • Have a collaborative mindset and view feedback as a 2-way street. You're open to communicating needs that will set you up for success with your team and coach.

What you will do...

  • Convey resolutions to customers via emails and phone calls with a blend of patience, wit, and crystal-clear communication.
  • Work closely with Engineering and QA to troubleshoot ticketing systems and escalate product-related bugs in a proactive manner.
  • Identify and summarize trends among customers. Gather data to work with the Customer Support team in order to move forward with a plan when diagnosing intermediate to advanced technical issues involving software applications and interfaces.
  • Proactively identify ways to make your job easier and our customers' lives happier, such as collecting information and documenting bugs for product issues that are impacting customers
  • Work with both new and existing customers to resolve product and billing-related questions. This role will work closely with our finance team to process payments, refunds, and account information.
  • Grow and maintain your product knowledge of Poll Everywhere - play with new and existing features to anticipate upcoming user needs and support the learning and development of your team.

Bonus Points if you have...

  • Experience working on a distributed team spread across several time zones
  • Proficiency with Zendesk, Slack, Pivotal, or other comparable online support and collaboration tools
  • Experience using Poll Everywhere
  • Experience working Learning Management Systems (LMS)
Application Process:
Keep applications brief; we want small resumes with relevant experience. Be prepared to defend any laundry lists of skills.
Principals only, please. We aren't using contingency staffing agencies at the moment. Poll Everywhere is not responsible for any fees related to unsolicited resumes.
Good luck!
Job tags: Android Billing Complex issues Customer service Customer success LMS Mobile SaaS Windows