Product Support Specialist - LATAM
WFA Digital Insight
As the demand for innovative event technology grows, companies like Swapcard are leading the charge. With a 25% increase in virtual events in the past year, the need for skilled product support specialists has never been more pressing. This role offers a unique opportunity to join a diverse and remote team, utilizing skills like Excel and technical troubleshooting to drive customer success. Swapcard's commitment to diversity and inclusion, with 42 nationalities represented, makes it an attractive option for those seeking a global and dynamic work environment. Before applying, candidates should be prepared to showcase their problem-solving skills, customer focus, and ability to work autonomously.
Job Description
About the Role
The Product Support Specialist role at Swapcard is a critical component of the company's customer success strategy. As a key member of the Technical Support team, you will be responsible for educating and empowering customers in the LATAM region to get the most out of the Swapcard platform. This will involve troubleshooting technical issues, providing product guidance, and collaborating with internal teams to drive product improvement.The role is ideal for those who enjoy autonomous problem-solving, are passionate about customer success, and are excited about growing alongside a dynamic and innovative company. With a focus on diversity and inclusion, Swapcard's remote work environment offers the perfect opportunity for professionals to thrive, regardless of their location.
What You Will Do
- Communicate efficiently and effectively with customers via Intercom conversations, video calls, and other channels.
- Own customer communications and issues from initial contact until resolution or escalation to the appropriate Subject Matter Expert (SME).
- Develop a deep understanding of the Swapcard platform, its capabilities, and its limitations.
- Collaborate with the Success team to ensure all customers have a great experience with the platform.
- Work directly with Product teams to identify current issues, provide customer feedback, and offer informed opinions on potential solutions.
- Continuously identify knowledge gaps and record insights to improve the Help Center content.
- Participate in video calls, webinars, and other customer-facing activities to provide product support and guidance.
- Stay up-to-date with the latest product developments, features, and best practices.
- Provide constructive feedback to internal teams on how to improve the customer experience.
- Develop and maintain a comprehensive understanding of tech fundamentals, modern tools, and web technologies.
What We Are Looking For
- Previous experience working in a troubleshooting environment, preferably in a technical support role.
- 1-2 years of technical support experience, with a solid understanding of tech fundamentals and modern tools.
- Strong customer focus, with excellent communication and problem-solving skills.
- Ability to troubleshoot and utilize resources to answer questions on baseline topics.
- Understanding of web technologies and concepts, such as HTML, CSS, JavaScript, and APIs.
- Experience with tools like Slack, Notion, Intercom, JIRA, and Gainsight.
- Strong analytical skills, with the ability to synthesize customer feedback and provide actionable insights.
- Ability to work autonomously, with a strong sense of responsibility and ownership.
- Fluency in English, with excellent written and verbal communication skills.
Nice to Have
- Experience working with event technology or similar industries.
- Knowledge of Spanish or Portuguese, to support customers in the LATAM region.
- Familiarity with content creation, such as writing, video production, or graphic design.
- Experience with data analysis, with tools like Excel, Google Analytics, or Tableau.
Benefits and Perks
- Competitive salary and benefits package.
- Opportunity to work with a dynamic and innovative company, leading the event technology industry.
- Collaborative and diverse remote work environment, with a strong focus on inclusion and flexibility.
- Professional development opportunities, with access to training, workshops, and conferences.
- Flexible working hours, with the ability to work from anywhere in the world.
- Access to the latest tools and technologies, to support your work and professional growth.
- Recognition and reward for outstanding performance, with opportunities for career advancement.
- Comprehensive health and wellness program, with mental health support and resources.
How to Stand Out
- Develop a strong understanding of the Swapcard platform, its features, and its limitations, to provide effective technical support to customers.
- Showcase your problem-solving skills, with examples of how you have troubleshooted complex technical issues in previous roles.
- Emphasize your customer focus, with examples of how you have provided exceptional customer support and driven customer success.
- Be prepared to discuss your experience with tools like Excel, Intercom, and JIRA, and how you have utilized them to drive efficiency and productivity.
- Research the company culture and values, to demonstrate your alignment with Swapcard's mission and vision.
- Prepare examples of how you have worked autonomously, with minimal supervision, to drive results and achieve goals.
- Be ready to discuss your experience with web technologies, such as HTML, CSS, and JavaScript, and how you have applied them in previous roles.
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