Product Support Specialist
3 weeks ago
We’re looking for a Product Support Specialist to join our growing team. Our Product Support team proactively and reactively solves customer issues while advising on best practices to deliver tangible results.
In this role, you’ll help customers navigate the Xtremepush platform, investigate reported issues, and provide clear, effective communication. You’ll become an Xtremepush expert, using your knowledge to solve challenges and offer creative solutions tailored to customer needs and goals.
We value a solution-oriented mindset, taking the time to thoroughly understand our customers’ requirements. This role is ideal for someone with a technical curiosity and an interest in cutting-edge marketing technologies like web, mobile, API usage, and data segmentation.
If you’re a strong team player who enjoys problem-solving and creating a friendly, human customer experience, we’d love to hear from you
This is a hybrid role. #LI-Hybrid
- Provide customer support for our multi-channel platform, primarily via email through support tickets
- Become an expert on how to best utilise the Xtremepush platform
- Use your technical skills to perform in-depth troubleshooting, across multiple technologies such as rest APIs, JavaScript, HTML, CSS, etc.
- Monitor and handle urgent customer issues and escalate when necessary
- Advise and guide customers in implementing their use cases
- Partner with the account management, product development, and technical operations teams to help improve our customer experience
- Provide platform training sessions when necessary
- Help test new platform features and updates
- Assist with identifying and writing missing user documentation
Working Arrangements:
- Working hours: Monday to Friday, 14:00 - 23:00 Ireland time zone (0900 - 18:00 United States Eastern timezone) (subject to change based on business requirements)
- Availability for recurring on-call rotations (including weekends) or to work on bank holidays
- Educated to a degree level, preferably in a technical subject
- Proficiency in English and Brazilian Portuguese required
- 2–3+ years’ experience in user support and/or customer success, preferably for a SaaS marketing, data, or multi-channel platform
- Experience working with one or more of the following:
- Marketing platforms
- Email marketing campaigns
- Web technologies
- Rest APIs
- Mobile development (iOS, Android)
- Technical and/or instructional writing
- Excellent and empathetic customer-facing communication skills
- Passion for providing solutions and customer service
- Experience with Zendesk, or similar support ticketing systems
- Not afraid to embrace challenges in a supportive and encouraging environment
- Logical problem solver
- Can work on own initiative, ‘can do’ attitude
- Time-management and prioritisation skills
- Keen on learning new technologies
This is a hybrid role based in Dublin, Ireland.
About usHeadquartered in Ireland with offices in the UK and US, Xtremepush is an Omnichannel Customer Engagement Platform powered by a built-in CDP. It enables high-velocity companies to build, grow, and retain strong customer relationships through personalised, relevant, and timely communication. With a true single customer view at its core, Xtremepush provides actionable customer intelligence that drives engagement, conversion, and revenue across all channels, while putting customer retention first.
At Xtremepush, we believe that diversity adds incredible value to our teams, our products, and our culture. We don’t just accept differences, we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products and our community. As an equal opportunity employer, we stay true to our mission by ensuring that our place can be anyone’s place regardless of race, religion, gender, sexual orientation, national origin, disability or age.
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