Associate Product Support Specialist

Our Product Support team takes great pride in providing our customers timely, efficient, and thorough assistance. As a member of the Product Support team focused on our Salesforce-based products, you will troubleshoot and analyze customer requests to provide them with exceptional customer experience. You should be driven to help customers and have the curiosity to dive deep into an ever-changing product to learn it inside and out. Providing a Buildout Quality customer experience requires empathy, initiative, and a growth mindset.

Are you a self-starter who wants to contribute fresh ideas, refine existing processes, and are passionate about helping customers and building relationships? We’ve got a great culture, and we’re looking forward to you adding your own influence to all that we do.

How You’ll Contribute at Buildout

• Deliver an exceptional customer experience through one-on-one interactions in the support email queue, live chat sessions, or phone calls.
• Based on the customer’s specific need, you will decide what method of communication will be most helpful for the customer, whether that means sending them links to Help Center articles (some that you will get to create when there are new features or updating FAQs), creating personalized visual instructions with GIFs or screenshots, transferring them to a live chat, or setting up a screen-share session
• You’ll collaborate with other departments including Product, Development, and Account Management, on behalf of our customers, to resolve and escalate issues, gather feedback to improve the product, or QA new features
• You’ll educate and empower our customers to become more comfortable using the platform
• You’ll optimize our Help Center documentation, share how-to’s and best practices with the team, and proactively look for ways to improve processes
• You’ll actively listen to our customers in order to provide solutions which address their root problems

What You’ll Bring to Buildout

• Highly Preferred:
  • Experience with Salesforce since you’ll be working with our Salesforce-based products, particularly if you have a desire to become a certified admin
  • Experience with Jira, Intercom, or other customer support tools
  • Experience working in a technical support role
  • Experience supporting multiple SaaS products preferred
• Experience working in a customer-facing role and strong passion for making customers successful
• Excellent written and verbal communication skills with ability to explain complex topics to customers in a simple way
• Strong judgment to determine the most effective communication method to resolve customer issues and prevent escalations, with a fearless relationship to the phone and screen-sharing
• Adept at leveraging AI tools and methodologies for innovative problem-solving and enhanced decision-making
• Solutions-oriented by nature with the motivation to find issues and take the initiative to resolve them
• Strong time management and organization skills with the ability to manage and prioritize varied customer requests
• Desire to learn and grow on the Product Support team, both deeper into the technical product knowledge or into leadership opportunities