Product Support Representative
Core
Provide exceptional technical support to customers via phone, email, and chat, resolving inquiries and troubleshooting software issues for SafeSend's tax and accounting product suite.
Role type
Entry-level Product Support Associate
Builds
SafeSend One (tax and accounting software)
Domain
Tax, accounting, and financial services technology
Deliverable
client delivery
Required skills
Troubleshooting methodologies, software and hardware support, written and verbal communication, time management, Microsoft Office Suite, Zendesk, SaaS software familiarity
Preferred skills
Customer-facing experience, tax/accounting/finance industry background, telephony experience, Azure experience
Technologies
SafeSend One, Microsoft Office Suite, Azure, Zendesk
Responsibilities
Respond to customer inquiries via phone, email, and chat; troubleshoot and resolve software-related technical issues; document customer interactions accurately; collaborate with product teams to communicate feedback; maintain CSAT scores above 90%.
Seniority
Entry-level, foundational role with mentorship