Platform Product Success Job Id
2 weeks ago
We are currently seeking highly skilled and motivated individuals to join our operational Platform Success team supporting our Sales & Client Success and wider business departments.
As a Platform Product Specialist, you will play a key role in providing technical support, using your excellent technical skills and product knowledge to drive efficiency via various methods while ensuring that platform product content meets our standards.
The team is made up of dedicated individuals who are passionate about delivering exceptional customer experiences. We value collaboration, innovation, and a positive mindset. Diversity and inclusion are core principles that guide our interactions and decision-making processes. We strive to create an environment where everyone feels valued, respected, and empowered to contribute their unique perspectives.
**Responsibilities**
For our Platform Support Specialists, you will:
- Successfully onboard new clients by compiling and uploading content to create a comprehensive profile on the platform
- Edit and, where necessary, write text descriptions for Profile, Project, or Article pages with the end-user in mind
- Host weekly group onboarding sessions (virtually) to show clients how to edit their profiles, make updates, and optimize their content
- Troubleshoot and resolve platform-related issues
- Conduct thorough investigations for escalated issues and collaborate with relevant internal teams to find solutions
- Document and maintain a knowledge base of common issues and resolutions
- Ensure timely and effective communication with clients and users
- Maintain high-quality and up-to-date platform content by reviewing clients' profiles, refreshing content, and optimizing uploads
This is an onsite role, and your presence will be instrumental in fostering collaboration and ensuring smooth communication within the team.
**Requirements**:
- Prior experience in a technical support or customer service/success role
- Prior content management system experience is desirable
- Strong problem-solving skills
- Excellent communication skills
- Thrive in a fast-paced environment
- Attention to detail and organizational skills
- Experience with CRM software and helpdesk systems is a plus
- Previous experience hosting online webinars or group training sessions is a bonus
Salary
Platform Product Specialists - $60-70k
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