Product Support Specialist - LATAM (6 month FTC)
The Technical Support team is responsible for educating and empowering Swapcard customers on a global level. Our job starts even before they become our customers: as soon as they visit Swapcard’s website, we are there to guide them through conversations every step of the way to ensure they get the most value out of our product. This team is the right fit is for everyone who loves autonomous problem-solving and troubleshooting, with the end goal of empowering our customers’ to reach their objectives, maximize their experience with our platform and address any challenges with our product. This is not a springboard into other areas or jobs at Swapcard, but this is a great role for those who are looking to be part of our support team and who are excited about growing alongside Swapcard. We also want people that have an eye for improvement and efficiency, someone who wants to work at a place where they’re encouraged to bring ideas and feedback to the table on how things could be better for our team and/or our customers.
Missions and Scope
Communicating efficiently and effectively with our customers - we use Intercom conversations to do most of our support, but you'll also be talking to customers via video calls every now and then (webinars etc.)Owning customer communications and issues from initial contact until resolution, or escalation to the appropriate SME when neededBecoming an encyclopedia of knowledge about how Swapcard works and what it is capable of for all user types and plansBeing the one responsible, along with the Success team, to ensure that all customers have a great experience with our platform - a crucial part of the role is ensuring we make Swapcard as intuitive, reliable, bug-free and fast as possibleWorking directly with Product teams to identify current issues and, synthesizing the diverse feedback you hear from our customers, offer informed opinions on potential solutionsContinuously identify Help Center content gaps and record knowledge
What do we look for
Remember that there’s no such thing as the perfect candidate or background, which is what makes us unique and successful! Imposter syndrome is common, but we’d love to hear from you. So please don’t hesitate to apply, even if you don’t tick every box on this page!Previous experience working in a troubleshooting environment1-2 years of technical support experienceSolid understanding of tech fundamentals + modern day tools (Slack, Notion, Intercom, JIRA, Gainsight.Understanding of web technologies and concepts (HTML, CSS, JavaScript, APIs, etc.)Ability to troubleshoot and utilize resources to answer questions on baseline topicsStrong customer focus (excels at + enjoys helping customers)Ability to take on + action feedbackStrong communication skills (ability to question, clarify, empathize, use appropriate tone + language, personable)Excitement for a support environment that is constantly experimenting with workflows and automation to drive efficiencyStrong problem solving skills (ability to think critically and learn on-the-fly)Demonstrated success working with Key Performance Indicators (KPIs) or other metrics/quotas