Product Support Specialist

About Us:
At Theseus, we empower businesses with AI-driven solutions designed to transform operations, solve complex problems, and create lasting value. Our innovative tools are redefining the way industries work, and we are seeking a dedicated Product Support Specialist to ensure our customers have seamless and efficient experiences with our products.

Job Overview:
The Product Support Specialist will serve as the primary point of contact for customers seeking assistance with Theseus products. This role requires technical expertise, excellent problem-solving skills, and a customer-focused mindset to troubleshoot issues, deliver training, and ensure the successful adoption of our AI solutions.

Key Responsibilities:
-Provide expert-level support for Theseus products, resolving client inquiries and technical issues in a timely manner.
-Troubleshoot and analyze customer problems, escalating complex cases to the appropriate technical teams.
-Conduct product training sessions and create educational materials (e.g., FAQs, guides, video tutorials) to help clients maximize the value of Theseus solutions.
-Collaborate with product and engineering teams to gather customer feedback and inform product improvements.
-Develop and maintain a comprehensive knowledge base, including FAQs, guides, and troubleshooting documentation.
-Proactively monitor product performance and identify recurring issues to improve support processes.
-Assist in testing and validating new product features to ensure quality and usability.
-Act as a liaison between customers and product teams to communicate customer needs and requirements for future enhancements.
-Work closely with sales and customer success teams to ensure a seamless experience for customers and contribute to upsell opportunities.
-Create and implement customer satisfaction surveys to collect feedback and measure support effectiveness.
-Assist customers in setting up and integrating products into their workflows and processes.
-Provide support for clients during the onboarding phase and help ensure successful product adoption.

Required Skills:
-Experience in product support, customer service, or a related technical role, preferably in SaaS or tech.
-Strong problem-solving and analytical skills with the ability to troubleshoot technical issues effectively.
-Excellent written and verbal communication skills, with the ability to simplify complex concepts for non-technical users.
-Familiarity with ticketing systems (e.g., Zendesk, Freshdesk) and CRM platforms (e.g., Salesforce, HubSpot).
-Basic understanding of AI technologies or a strong interest in learning AI-driven platforms.
-Proven ability to manage multiple tasks and prioritize in a fast-paced environment.
-Strong customer-focused mindset with a passion for delivering high-quality support.
-Experience with customer support metrics (e.g., response time, resolution time, customer satisfaction).
-Ability to work independently and collaboratively with remote teams.

Supplemental Skills:
-Bachelor’s degree in computer science, business, or a related field (or equivalent experience).
-Experience with SaaS support tools and workflows.
-Familiarity with project management tools (e.g., Trello, Asana) and collaboration platforms.
-Knowledge of API integrations, data processing workflows, or basic coding principles is a plus.
-Proactive approach to identifying opportunities for process improvement and customer success.
-Experience with user onboarding and product training.
-Familiarity with version control systems (e.g., GitHub) to track product updates and client-specific customizations.
-Ability to translate technical product specifications into clear and actionable steps for customers.
-Strong familiarity with cloud computing concepts and technologies (e.g., AWS, Azure, Google Cloud).
-Experience using analytics tools to track and report on support trends and customer issues (e.g., Google Analytics, Tableau).
-A desire to stay updated on emerging AI trends and product support technologies.