Product Support Specialist

Bengaluru, Karnataka, India | Full-time | Fully remote

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Join Signeasy, and contribute to a paperless world
Signeasy is a leading eSignature company that offers an easy-to-use, cross-platform and cloud-based eSignature and document transaction management solution for businesses. Over 160,000 customers in 55,000 companies worldwide use Signeasy to digitize and streamline business workflows. We have collectively nurtured an environment that challenges us to be creative, while giving us the opportunity to work on products that have received multiple accolades at the global stage from the biggest technology platforms, of the likes of Apple, Google and Microsoft. 

Signeasy is a Great Places To Work certified organization with Glassdoor ratings at 4.5* consistently. 

Please note the work timings for this role would be US Timezone (India time: 6 PM - 3 AM / 7 PM - 4 AM / Rotational US Shifts) based on the business requirement.

Role overview:
Signeasy is obsessed with delivering an amazing customer experience. As a Product Support Specialist, you are the first line of defense to educate and solve problems and delight our customers. If our customers are reaching out to you, it’s because they’ve encountered a problem and need you to fix it. In these moments of frustration, our customers are looking for an empathetic, patient, and proactive person to walk them through a full resolution.

Responsibilities:

  • First and foremost, dive head-first into support tickets when they come in via email, phone, and chat.
  • Resolve our customer’s product issues and questions by providing appropriate solutions.
  • Escalate technical issues to the technical support engineer.
  • Manage customer expectations regarding issue resolution time and feature delivery.
  • Identify sales/upsell opportunities through support interactions and pass them on to our sales team.
  • Respond to reviews on AppStore/Playstore.

Requirements:

  • 2+ years of experience as a product support specialist/engineer at a B2B SaaS company.
  • Experience using helpdesk ticketing software.
  • Familiarity with OKR framework and support OKRs.
  • Insane ability to run diagnostics by checking user logs and backend admin tools.

How can you be successful:
You will find success and enjoy a sense of accomplishment by doing the following:

  • Achieve ~ 90% or higher CSAT on closed case surveys and quality assessments.
  • Become a true product expert and stay on top of our product roadmap.
  • Utilize support tools and resources to get the job done in the best way with the least supervision.
  • Proactively identify improvements to our product, identify bugs and otherwise determine high-impact opportunities to enhance the customer experience.
  • Be a continuous bar raiser.

How you can fir the role
You will need to:

  • Demonstrate an incredibly high level of empathy, care, and patience.
  • Must love and be passionate about solving customer issues, both user-level and technical in nature.
  • Strong communication skills - Must be an active listener. Talks and writes in a super crisp manner.

Why work with Signeasy:
Signeasy values Respect, Integrity, Growth, Honesty, and Trust. We are a slightly bigger company that likes to operate as a small, close-knit team. We are opinionated but collaborative. We disagree but commit to a mutual decision. We are modern but do not follow trends blindly. We are easy to work with, but we believe in having difficult conversations. We ask many questions but try to experiment and fail fast. We are deeply empathetic towards our customers, our colleagues, and ourselves. We are the EasyTribe, and we highly recommend you ask enough questions about our culture and see if there is a job-human connection that can make this a fascinating experience for both you and all of us at Signeasy.

Our people are our most significant assets. You will be working alongside some of the smartest, most humble people across the globe who come from diverse backgrounds and come with unparalleled experiences. We are a remote-first organization that believes in employee safety first, offering flexibility in timings and the ability to work from anywhere in the world.

You can also look forward to: Generous ill day leaves and an open door culture | Fully paid annual company offsites | Macbooks for all, including interns and temps | Home office set-up assistance | Medical insurance benefits for self and family | Sponsorship to career enrichment programs | 100% Paperless employee experience | Regular office treats and perks on the house

Hear what it is like to work for Signeasy: https://www.youtube.com/watch?v=oCY-rCTODbw
Meet Signeasy’s leadership and core team: https://rb.gy/ftyfkw
Read our origin story: https://rb.gy/azsda0
Take a peek at Signeasy’s culture: https://rb.gy/nvra6o/
Learn more about growth at Signeasy: https://signeasy.com/jobs/