As a Product Support Analyst at benchling, you will be the primary point of contact for customers seeking assistance with our product. You will utilize your technical skills to troubleshoot and resolve issues, as well as provide guidance on product features and functionality. Your goal will be to deliver exceptional customer support, ensuring that customers have a positive experience with our product.
Key Responsibilities
- Respond to customer inquiries via phone, email, and chat, providing timely and accurate support.
- Utilize technical skills to troubleshoot and resolve complex product issues.
- Collaborate with cross-functional teams, including product development and engineering, to identify and resolve product issues.
- Develop and maintain knowledge of product features and functionality, staying up-to-date on new releases and updates.
- Provide feedback to product teams on customer pain points and areas for improvement.
Requirements
- 2+ years of experience in a technical support role, preferably in a software or SaaS company.
- Strong technical skills, including proficiency in Python, Node.js, and AWS.
- Excellent communication and problem-solving skills, with the ability to work effectively with customers and internal stakeholders.
- Bachelor's degree in Computer Science, Engineering, or related field.