Customer Experience Product Manager at Jiffy defining and executing strategies for customer care ecosystem. Focusing on enhancing customer journeys and improving tooling efficiency with scalable solutions.
About the role
- Client Support Specialist providing first-level technical support via chat, email, and phone for security workforce management software. Collaborating with internal teams to address customer inquiries and issues.
Responsibilities
- Provide first-level support via chat, email, and phone, addressing customer questions and issues in a timely, professional manner.
- Diagnose and resolve common technical and non-technical issues using internal tools, documentation, and established workflows.
- Accurately log, prioritize, and track support tickets in our support platform, ensuring clear documentation and appropriate follow-up.
- Identify issues that require deeper investigation and escalate them to the appropriate internal teams with complete and actionable context.
- Leverage internal knowledge bases to support customers and contribute feedback to improve documentation and self-service resources.
- Partner with Product, Engineering, and Client Success teams to share customer insights and help improve product and support processes.
Requirements
- Experience: Minimum of 1 year of experience in a customer support, service desk, or helpdesk role.
- Technical Skills: Experience using ticketing or CRM tools such as Zendesk, Salesforce, or similar platforms.
- Communication: Clear, professional written and verbal communication skills and English fluency.
- Critical Thinking: Strong problem-solving skills and the ability to ask the right questions to identify root causes.
- Organizational Skills: Ability to manage multiple tickets, prioritize effectively, and stay organized in a fast-paced environment.
- Nice to Have: Experience supporting SaaS products, familiarity with escalation models, or French fluency.
Benefits
- Hybrid work model
- Paid vacation & paid sick leave
- Private medical healthcare
- Group life insurance
- Employee Capital Plans
- MultiSport card
- Lunch card
- Reimbursement for glasses or contact lenses
- Motivizer benefits platform
- Free Calm Premium subscription
- Employee referral bonus
- Paid volunteer day
- Recognition programs & wellbeing initiatives
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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