Product Support Specialist

Who We Are

Foureyes® is a category-creating software company that utilizes its patented technology and data platform to help businesses track, protect, engage, and sell better. (See more at foureyes.io.) Already rapidly-growing, Foureyes is continuing to dominate in the automotive industry as evidenced by exponential growth and winning awards from the 2020 Company of the Year from Technology Association of Oregon to Most Innovative Solution and Top Rated Lead Management of 2022 from DrivingSales.

If that sounds like the kind of company you want to be a part of, there’s good news. We’re hiring for a Product Support Specialist!

The Position

As a Product Support Specialist, you are the first line of defense for ensuring our users have a great experience with Foureyes, and both our customers and our internal teams are set up for success.

Responsibilities

As a Product Support Specialist, you’ll be responsible for:

• Helping Clients: You’ll be the first line of defense when our customers think something is going wrong, keeping the situation calm and exhibiting excellent analytical instinct and troubleshooting skills in a single breath.
• Leveraging Technology: Your role with technology will include expert mastery of Foureyes (obviously), and extend to support key infrastructure tech including Salesforce and Intercom among others.
• Identifying Solutions: You’ll hear challenges articulated by customers and other members of the product support team, and you’ll make recommendations to make life better.
• Account Setup: The product support team is responsible for creating all Foureyes accounts that enroll in our products, and ensuring that their setup is correct and optimal for their needs
• Managing Ticketing Process: You’ll be responsible for the escalation process, as well as tracking and reporting performance metrics in alignment with department goals, including SLA’s like ticket response times, ticket loads, and customer satisfaction.
• Fielding Questions: You are a key resource for the organization as it relates to all things Foureyes. You are a resource for our customers and our internal stakeholders who may need technical support or an extra set of eyes on an issue.

General Maintenance: Our products need support too to keep running smoothly and effectively. You will be responsible for managing reports and systems that will indicate action items needed for our clients and products to stay happy.

Qualifications

Knowledge, Skills & Abilities:

Focusing on Customer Needs

• Works with customers to establish appropriate goals and expectations
• Strives to exceed customer expectations
• Builds strong relationships with customers
• Shows interest and empathy toward customer needs
• Makes customers feel valued and appreciated

Coping with Uncertainty and Ambiguity

• Accepts unforeseen and unplanned changes as a “given”
• Focuses on positive action without worrying about things he/she cannot control
• Sees chaos and uncertainty as an opportunity to grow and shape the future

Customer Communication

• Tailors vocabulary and writing style based on the audience
• Avoids text that is either too simple or too complex
• Effectively structures written arguments and messages
• Organizes information so it is easy to understand and follow
• Includes appropriate information to justify arguments
• Writes clearly and succinctly
• Limits text to information that is relevant to making key points

Technical Expertise

• Able to efficiently identify problems, determine cause, and propose and implement solutions
• Ability to quickly pickup new systems and technologies
• Excellent attention to detail

Education and Experience

• Bachelor’s Degree or equivalent work experience
• 1-2 years of experience in product / customer support preferred
• Experience working for a SaaS company or within a technical team preferred

Salary Range: $50,000 - $60,000

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Diversity, Equity & Inclusion

At Foureyes, we believe your ability to build, think creatively, and solve problems is best accessed when you have the freedom to be yourself. Inclusion is not a nice-to-have; it is a must-have. The bedrock of an inclusive culture is our ability to celebrate and harness the unique perspectives our diversity provides in the building process. While an org structure exists to provide clarity around how ideas get communicated, we are all equal as coworkers, and we are committed to careful and continued introspection around how to best be an equitable, fair, and inclusive workplace that celebrates you for being you.

Why Foureyes

• A commitment to providing a diverse, equitable, and inclusive workplace
• A team culture that prioritizes people over politics and forward-progress over egos
• A creative, fast-paced, high growth environment
• Competitive salary and health benefits
• 401k matching, student loan repayment matching
• Commuter, internet, or cell phone subsidy
• Generous PTO days - in addition to paid holidays
• Career growth and learning opportunities to add new skills to your resume