Product Support Specialist | Artificial Intelligence
Job Description
As a Product Support Specialist you are responsible for supporting users’ technical needs, ensuring their successful onboarding, and use of Jasper and all our integrations. Product Support Specialists are responsible for post-sales technical support for clients and assisting them in proactive and reactive ways. The Product Support Specialist should help customers evaluate solution implementation, understand how to utilize it, integrate it into their existing systems, and successfully deploy and troubleshoot any issues with it.
Our target market is composed of content creators and marketing leaders at growing companies. We help companies leverage artificial intelligence to accelerate content production and unlock their best ideas. We see AI as a partner to content marketers that can help them break through writer’s block, create fine-tuned imagery, and repackage content for different formats, languages and tones.
Responsibilities
As the front line of support, you will identify the pain points, trends, and issues that our users and customers face. Most importantly, you will resolve those issues by directly fixing problems and by working together with the Customer Success, Sales, Engineering, and Product teams. Aspects of this role will involve a certain degree of investigation and education, as people don’t always use products as intended, and products don’t always do what they’re supposed to do. In those cases, it will be your job to figure out what might be going on, and either fix it yourself or collaborate with other teams to do so. Tracking down bugs or other unexpected behaviors in these cases will require the Product Support Specialist to be prepared to solve problems creatively while maintaining a professional and positive attitude.
- Provide world class customer-first support to our ever-growing customer base with your unsurpassed customer service and problem solving capabilities.
- Investigate and resolve customer issues via our ticketing system or in real time through Helpscout.
- Troubleshoot and resolve account issues.
- Ability to work on time sensitive issues and provide timely resolution and clear customer communication.
- Post-sales assistance to help prospects understand the technical capabilities of the software and how it can fit into their organization’s existing systems.
- Assist clients with configuration and connection to other systems such as Surfer SEO, Grammarly, Copyscape, and DeepL.
- Work with Product and Engineering teams to communicate bugs or other issues to be fixed and incorporated into future releases.
- Create or update customer-facing education documentation.
- Ability to recognize severity of issues and react appropriately.
- Feedback to support team colleagues to develop product knowledge and understanding.
- Building successful relationships with our customers, both internal and external.
Job Requirements
- 1+ year experience in product support customer-facing or user-facing roles.
- The ability to speak to non-technical customers when troubleshooting technical issues.
- Excellent written and verbal communication skills.
- Solutions-oriented problem-solving and critical thinking abilities.
- Exceptional interpersonal skills - customer focused and eager to help others.
- Self-starter and excited to work in an ever-changing environment. Comfortable with ambiguity.
- Strong desire to continuously grow and develop.
- Technical writing skills.
- Willingness to learn backend products like Retool.
Nice to Have
- Familiarity with AI or SaaS products.
- Experience or training SEO products and practices.
- Understanding of payment processors like Stripe, etc.
- Understanding, interest in, or use of HTML/CSS.
