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Product Support Specialist

Clari

Clari

Product, Customer Service
Kraków, Poland
Posted on Friday, June 7, 2024
Clari’s Revenue platform gives forecasting accuracy and visibility from the sales rep to the board room on revenue performance - helping them spot revenue leak to answer if they will meet, beat, or miss their sales goals. With insights like this, no wonder leading companies worldwide, including Okta, Adobe, Workday, and Zoom use Clari to drive revenue accuracy and precision. We never get tired of our customers singing our praises because it fuels us to help them continue to achieve remarkable. The next generation of revenue excellence is here…are you ready to achieve remarkable with us?
About the Team
The Customer Success team works directly with our customers across the entire customer journey, from the initial discovery process through implementation to renewal and expansion. Our team comprises product, process, and strategy experts, including customer service, customer success, customer education, and customer support.
About the Role
We are looking to add a key member to our Technical Support Team! We play an incredibly important role in our customers' success and we are on the front lines helping customers every day. We are masters of our craft, enabling our customers to better understand and use our software, gather feedback to drive improvements to the platform, and empower sales teams to operate at peak performance!
As a member of the Technical Support team, you will combine your business and technical expertise in a customer-friendly manner while assisting Clari + Groove customers. You will also be responsible for maintaining our initial response time SLA (Service Level Agreement) and using internal resources to resolve customer issues.
You'll be part of a team of problem solvers who are passionate about working in a fast-paced, highly dynamic, client-centric environment. You’ll leverage best practices to provide exceptional support and guidance to the customer.
We value collaboration, work-life balance, and global teamwork. For this role, availability from 3 pm to 7 pm CET is essential to meet team objectives and ensure smooth operations.
This is a hybrid opportunity based in Kraków, Poland. Candidates must be based in Poland.

Responsibilities

  • Guide and coach new and potential users who might be unfamiliar with our platform
  • Respond to customer inquiries in a timely manner and within our set SLA’s
  • Work cross-functionally with other team members and departments
  • Triage incoming product requests (questions, problems) directly from customers and route them to the appropriate queue
  • Use available resources (Knowledge Base, Confluence, etc.) to find a solution to resolve tickets
  • Optimize our internal and external documentation when necessary (i.e Help Center, FAQ’s, macros, internal documentation)
  • Communicate and collaborate regarding customer feedback/pain points to appropriate teams
  • Happily take on new projects that involve research, becoming a subject matter expert, and driving them to completion

Qualifications

  • 2-4 years of experience working in a customer-facing role where some technical troubleshooting was required
  • Excellent written and verbal communication skills, with an ability to empathize with customers with varying levels of technical ability
  • Passion for delivering an outstanding customer experience
  • A natural investigator who can demonstrate analysis, problem-solving, and troubleshooting skills
  • Passionate about working in a fast-paced, highly dynamic, client-centric environment
  • Detailed, organized, and results-oriented
  • Experience with Salesforce, Intercom, Jira, and Slack is a plus
  • Knowledge of Atlassian (Confluence) is a plus
  • Knowledge of any programming languages is a plus

Perks and Benefits @ Clari

  • Team-bonding activities and company-wide events
  • Flexible working hours and remote opportunities
  • Annual Well-being and Professional Development Stipends
  • Private Healthcare and Multisport Pass
  • Paid maternity and paternity leave
  • Stock options
#LI-Hybrid
You’ll often hear our CEO talk about being remarkable. To Clari, remarkable means many things. We believe in providing interesting and meaningful work in a supportive and inclusive environment - free from discrimination for everyone without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, or veteran status.
Clari focuses on culture add, not culture fit, and believe we are made stronger by what makes you unique. If you are passionate about learning and excited about what we are doing, then we want to hear from you!