Customer Support Analyst

Required languages

EnglishAdvanced

Seniority

Mid level

Company

productboard

Location

Prague

Type of job

Full-time

productboard is a product management system that enables teams to get the right products to market faster. Built on top of the Product Excellence framework, productboard serves as the dedicated system of record for product managers and aligns everyone on the right features to build next. Our vision is to be the product system of record for every digital product. Backed by premier investors such as Index Ventures and Kleiner Perkins, productboard has offices in San Francisco and Prague.


THE ROLE

We are looking for highly motivated and experienced Customer Support Analysts with a passion for technology and an interest in product management. 

The Customer Support Analyst will support CSMs (Customer Success Managers) and their accounts that are of strategic importance to productboard, and will work on the Customer Success team to complete various account-related requests and activities. The Customer Support Analyst will develop a deep knowledge of productboard’s clients, their industries/sectors as well as their business needs.


RESPONSIBILITIES 

  • Learns the productboard platform inside and out to maximize their effectiveness with clients
  • Receives client inquiries via phone, email, and chat
  • Answers questions regarding product functionality, perform detailed research requests, and create custom requests using the platform
  • Diagnoses complex issues, and resolves or reassigns based on the customer's needs
  • Escalates cases that are unresolved and communicates effectively with other teams to ensure timely resolution


REQUIREMENTS

  • You are organized, efficient and has intense attention to detail to ensure customer satisfaction 
  • Manages premium service and quality of work expectations that are set with customers
  • Has proficiency in Intercom, Zendesk or similar support software. Familiarity with other software applications is also a plus
  • Has a strong desire to solve problems and loves being a part of a close knit team; 
  • Has at least one (1) year of professional experience

 

BENEFITS

💰Competitive compensation, Stock options, Company 401k 

📚A budget for your professional development and on-going learning 

🏝4 weeks of paid vacation and paid sick days

🍲Free snacks, drinks, and yummy catered lunches every day 

🏋Company contribution to Gym & Wellness memberships 

🚗 Commuter benefits

🍹Team events, such as happy hours, off-sites, and retreats abroad 

❤️ Company contribution and access to best-in-class health benefits and your own headspace membership



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