New Product Specialist

Join the Hearsay Systems Customer Support team as an exceptional Product Specialist (Technical Support) and help us deliver an outstanding customer experience! At Hearsay Systems, we take pride in providing our users with a delightful customer experience and our Customer Support team is at the forefront of it. We enjoy helping, strategizing, and chatting with our customers, and ultimately, making them successful. The ideal candidate for this role must have at least 3 years of relevant technical support experience within the B2B, SaaS, and/or FinTech industry assisting Enterprise customers of Fortune 1000 companies. Experience with APIs, Implementation Management and/or Project Management desired. Understand and act as a first point of contact for Hearsay products and applications. Own the customer experience by effectively prioritizing and addressing support-related questions via the phone and Zendesk ticketing solution. Liaise with the Customer Success, Engineering, and Product teams to pass along customer feedback, account trends, and escalating and quickly resolving issues. Comfortable with ambiguity and working alone on tough assignments. Willingness to proactively act, without being asked to help. Ability to maintain composure and customer focus while troubleshooting and solving technical issues. Consistently attain Hearsay's target customer satisfaction score. Maintain SLAs. Maintain a thorough knowledge and understanding of the Hearsay platform across the organization and down to individual clients. Execute our support strategy and build stellar relationships with our customers. Demonstrate deep execution focus by achieving quarterly goals at the team level. Focus on continuous team improvement by onboarding new team members providing and receiving specific feedback.