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Technical Product Support Specialist

Voiceflow

Voiceflow

IT, Product, Customer Service
Japan
Posted on Friday, May 24, 2024

About the Team

As we continue to scale, we're seeking a Technical Product & Customer Support Specialist based in the APAC region to cater to our European, APAC & African clientele, while also supporting & triaging all other queries. As part of our growing Technical Product Support team, you’ll spend most of your time interacting directly with our Enterprise customers & user base and ensuring that they achieve success with our platform.

As a founding member of the Customer Support & Customer Experience team, you will be an instrumental piece in sustaining and improving our customer offerings.

We pride ourselves on delivering exceptional products and experiences, and your contributions will be crucial in maintaining this standard. We're in search of someone who embodies our values: curiosity, meticulous attention to detail, and a talent for turning every customer interaction into a positive experience.

About the role

Our Technical Product Support team is an escalation team to our earlier stages of support, in addition to being a client-facing professional for our Enterprise customers. We are responsible for providing in-depth, product-level support to our users when they’re facing complex, niche, or app-specific challenges.

In addition to providing support, we serve as a strategic partner to the rest of the company — sharing common confusions with our Product team, escalating platform-wide bugs to our Engineering team, and identifying churn-risks to our Sales team, amongst other forms of collaboration.

If you are comfortable in the face of ambiguity, exceptionally analytically minded, and a self-starter with an insatiable appetite for learning, then we want to hear from you.

Your Responsibilities

As a Technical Product Support Specialist, you will:

  • Act as an advanced support tier, tackling complex, product or production-related issues faced by users, especially catering to our European customer base during their business hours.
  • Master Voiceflow's ins and outs, becoming a product advocate who can expertly navigate and resolve user inquiries – from a wide range of users, from enterprise-level developers to beginners crafting their first AI chatbot, ensuring their success with our platform.
  • Bridge the gap between our users and internal teams, providing crucial & timely insights to Product, escalating significant bugs to Engineering, and identifying potential churn risks to Sales.
  • Deliver exceptional support through email, live chat, and demos, adopting a customer-first mindset in all interactions.
  • Skillfully navigate and resolve user inquiries, differentiating between how-to questions and bug reports, and providing clear, actionable solutions.
  • Update and resolve customer requests efficiently, ensuring seamless communication with both customers and internal teams.
  • Act as a strategic liaison across the company, sharing insights with our Product, Engineering, and Sales teams to drive continuous improvement.
  • Identify the nature of user issues—distinguishing between how-to questions and bugs—and address them accordingly, using our debugging tools for thorough investigation.
  • On call outside standard working hours (9-6pm) for critical issues on PagerDuty.

Qualifications:

  • 2-3 years of experience in a technical support role, ideally within a SaaS environment.
  • You are proficient in English (spoken, written, and reading) at a CEFR Level C2 / ILR Level 5, with strong written and verbal communication skills.
  • Proficiency with Zendesk, Intercom, or similar ticketing systems.
  • A customer-centric approach, with a knack for empathetic and effective communication.
  • Excellent problem-solving skills, comfortable navigating ambiguity in a fast-paced setting.
  • Strong written and verbal communication skills, capable of simplifying complex issues for a diverse audience.
  • Experience or a strong interest in SaaS products, design, startups, and their user communities.
  • A commitment to continuous improvement, always looking for ways to optimize processes and solutions.

What will help you excel in this role:

  • Previous experience with Voiceflow or similar platforms, either personally or professionally.
  • Familiarity with API documentation and experience integrating APIs, such as FETCH data, POST data etc.
  • Familiarity with Functions, Javascript and/or React.
  • A background in creating technical documentation and processes- systems thinking is ideal.
  • Experience collaborating across teams or with customers directly. You love understanding customer needs and get satisfaction out of being extremely helpful.
  • You have a constant improvement mindset and think of ways to make things easier and better.
  • You enjoy learning new topics and are eager to embrace new product developments, particularly in AI, NLU, LLM and API/Code.
  • You are excited to be a part of an early startup with some serious traction.

Why Join Us?

  • Be a part of a growing startup at the forefront of Conversational AI, where your work directly impacts our direction and success.
  • A collaborative, dynamic work environment where learning and growth are encouraged and supported.
  • The chance to work with a team that values innovation, creativity, and a customer-centric approach.

Bonus!
To stand out from the competitive pool of applicants, create an Instant AI Agent on Voiceflow and upload your Resume to the Knowledge Base. Once complete, export your .vf file/JSON file and send it to tahsim(at)voiceflow(dot)com with subject: 'TPSS - APAC Bonus'