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Arlo Product Advocate

1 week ago

Wellington, Wellington, New Zealand Arlo Training Management Software Full time

About the Role

We're seeking a skilled Product Support Specialist to join our team at Arlo Training Management Software. As a key member of our support function, you will be the first point of contact for customers, providing prompt and effective support to resolve their issues.

Your Key Responsibilities

  • Manage day-to-day customer queries via webinar, email, and support ticket channels
  • Diagnose and resolve complex technical issues
  • Deliver end-user training when required (over webinars and face-to-face)
  • Become a product expert
  • Maintain and write online help articles
  • Collaborate with internal teams to fine-tune and enhance processes
  • Engage with customers to understand specific needs and devise appropriate solutions
  • Successfully track and maintain Support KPIs and SLAs

Requirements

To be successful in this role, you'll need:

  • 2+ years' experience in customer support, pre-sales, or onboarding, preferably for a SaaS company
  • Experience delivering end-user training
  • Experience dealing with integration tools like Zapier would be a bonus
  • Experience with Zendesk or a ticketing system would be a bonus
  • Excellent problem-solving and analytical skills with an ability to think outside the box
  • An ability to multi-task and effectively manage a number of tasks/projects at one time
  • Excellent verbal and written communication and interpersonal skills
  • A comfort in a startup environment where you need to move quickly and wear many hats
  • A results-driven mentality, self-motivated, enthusiastic, and with a 'can-do' attitude
  • HTML, CSS, and/or JavaScript troubleshooting skills would be a bonus