🦸🏻 Product Support Specialist

Description Assembly is a cutting-edge AI-driven engagement platform designed to streamline recognition, rewards, internal communication, and collaboration within organizations. Our mission is to foster vibrant workplace communities by simplifying collaboration, celebrating achievements, and transforming daily tasks into shared experiences that bring teams closer together. We are dedicated to delivering exceptional customer experiences and promoting a culture of excellence and continuous improvement. Job Overview: As a Product Support Specialist at Assembly, you will serve as the primary point of contact for our customers, offering expert assistance and support for our products. You will play a pivotal role in ensuring customer satisfaction by resolving issues, answering queries, and providing guidance on product usage. Your ability to troubleshoot problems, devise creative solutions, and communicate effectively will be essential for success in this role. Key Responsibilities: Provide prompt, accurate, and courteous responses to customer inquiries via email, chat, and phone. Troubleshoot and resolve customer issues, escalating complex cases to the appropriate teams when necessary. Maintain a comprehensive understanding of our products and services to effectively assist customers and provide accurate information. Create and update support documentation, FAQs, and user guides to empower customers to find solutions independently. Gather customer feedback and share insights with the product and development teams to drive continuous improvement. Educate customers on product features, best practices, and new updates to enhance their experience. Meet or exceed performance metrics, including response time, resolution time, and customer satisfaction scores. Collaborate closely with Customer Success, Product, and Tech teams to ensure a seamless customer experience. Identify recurring issues and suggest proactive measures to prevent future occurrences. Requirements Proven 2-3 years of experience in a customer success or related role, preferably in a SaaS environment. Strong empathy for customers and a passion for enhancing their experience. Excellent written and verbal communication skills, along with strong interpersonal skills. Experience collaborating with cross-functional teams. Strong problem-solving skills and a proactive approach to identifying and resolving issues. Familiarity with customer engagement and support tools. Ability to work in the Pacific Time Zone. Bonus: Experience with HRIS platforms/integrations. Benefits Join our team and thrive in an exceptional work environment that fosters growth and innovation. We take pride in our outstanding work culture that values collaboration, creativity, and flexibility. Embrace the freedom of remote-first work, with the added option to enjoy our vibrant office space in the heart of Bangalore. As a member of our team, you'll receive top-notch tools for success, including a MacBook to empower your productivity. We believe in the importance of work-life balance, offering unlimited paid time off to ensure you can recharge when needed. Additionally, we're committed to supporting your seamless remote experience with internet reimbursement. Come be a part of a dynamic team where your contributions are valued, and your well-being is a priority.