Technical Product Support Specialist - Toronto, Canada - Voiceflow
Description
About the Team
To support our rapid growth, we are looking for a Technical Product & Customer Support Specialist.
As part of our growing Technical Product Support team, you'll spend most of your time interacting directly with our Enterprise customers & userbase and ensuring that they achieve success with our platform.
As a founding member of the Customer Support & Customer Experience team, you will be an instrumental piece in sustaining and improving our customer offerings.
We're in search of someone who embodies our values:
curiosity, meticulous attention to detail, and a talent for turning every customer interaction into a positive experience.
About the role
Our Technical Product Support team is an escalation team to our earlier stages of support, in addition to being a client-facing professional for our Enterprise customers.
In addition to providing support, we serve as a strategic partner to the rest of the company — sharing common confusions with our Product team, escalating platform-wide bugs to our Engineering team, and identifying churn-risks to our Sales team, amongst other forms of collaboration.
If you are comfortable in the face of ambiguity, exceptionally analytically minded, and a self-starter with an insatiable appetite for learning, then we want to hear from you.
Your Responsibilities
As a Technical Product Support Specialist, you will:
- Serve as an escalation point for complex, product-level support, aiding users facing intricate challenges.
- Master Voiceflow's ins and outs, becoming a product advocate who can expertly navigate and resolve user inquiries.
- Provide direct support to our diverse user base, from enterprise developers to AI chatbot enthusiasts, ensuring their success on our platform.
- Identify the nature of user issues—distinguishing between howto questions and bugs—and address them accordingly, using our debugging tools for thorough investigation.
- Update and resolve customer requests efficiently, ensuring seamless communication with both customers and internal teams.
- Act as a strategic liaison across the company, sharing insights with our Product, Engineering, and Sales teams to drive continuous improvement.
Qualifications:
- 13 years of experience in a technical support role, ideally within a SaaS environment.
- Proficiency with Zendesk, Intercom, or similar ticketing systems.
- A customercentric approach, with a knack for empathetic and effective communication.
- Excellent problemsolving skills, comfortable navigating ambiguity in a fastpaced setting.
- Strong written and verbal communication skills, capable of simplifying complex issues for a diverse audience.
- Experience or a strong interest in SaaS products, design, startups, and their user communities.
- A commitment to continuous improvement, always looking for ways to optimize processes and solutions.
What will help you excel in this role:
- Previous experience with Voiceflow or similar platforms, either personally or professionally.
- Familiarity with API documentation and experience integrating APIs.
- A background in creating technical documentation and processes.
- Experience collaborating across teams or with customers directly.
- You have a constant improvement mindset and think of ways to make things easier and better.
- You enjoy learning new topics and are eager to embrace new product developments, particularly in AI, NLU, LLM and API/Code.
Why Join Us?
- Be a part of a growing startup at the forefront of Conversational AI, where your work directly impacts our direction and success.
- A collaborative, dynamic work environment where learning and growth are encouraged and supported.
- The chance to work with a team that values innovation, creativity, and a customercentric approach.
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