Benefits:

• We offer a supportive, agile, creative work environment with brilliant colleagues!

• Competitive compensation, ongoing recognition, and a chance to learn, contribute, and develop your skills

• Opportunity to join a high-growth industry, a successful and scaling organization, and an unmatched leadership team passionate about their employees!

Experience Requirements:

• 2-4 years of experience in roles such as Product Support/Help Desk/Technical Customer Success in a SaaS environment, with a proven track record of driving customer satisfaction and resolving complex issues

• Extensive experience with troubleshooting and solving advanced technical problems in a fast-paced dynamic environment

• A customer-first attitude and ability to effectively explain complex concepts to non-technical audiences

• Proactive mindset, with the ability to anticipate customer needs, identify potential issues, and suggest improvements to processes or the product.

• Deep understanding of the software development life cycle and familiarity with Agile methodologiesAdvanced experience in Excel functions (formulas, Vlookup, and Pivot Table)Excellent communication skills, both written and verbal, in English - a mustExperience with Zendesk and Jira or other support/project software - a plusFinance background - a plus

Responsibilities:

• Act as the initial point of contact for all Datarails related questions from both our customers as well as internal stakeholders via Zendesk (web form, email, and chat)

• Troubleshoot incoming issues, providing a first response and subsequent follow-ups to customers.

• Monitor incoming tickets, process, respond, and direct unresolved issues to the next level of support personnel.

• Support, and engage customers to deliver high customer satisfaction, advocacy, and loyalty.

• Proactively improve the product based on customer feedback by advocating for them in collaboration with the Product and R&D teams..Expand and refine the company knowledge base to empower users to independently resolve issues