Customer Support Specialist
RemotePosted 2 weeks ago
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Upload Your ResumeAbout This Role
This role is responsible for providing end-to-end customer support for People Data Labs' products through various channels, managing customer support tools, docs, and processes, and escalating complex issues to Solutions Engineers. This individual will help customers solve problems both big and small, ensuring a positive experience with data products.
Responsibilities
- Act as first line support for customer issues and questions, escalating to Solutions Engineers when appropriate
- Own customer support tools, documentation, and processes, leveraging automation and AI to improve efficiency
- Provide end-to-end support for PDL’s “self-service” customers, handling simple inquiries, billing, and account administration
- Act as first line triage and support for PDL’s “Enterprise” customers, assisting with SQL queries, API troubleshooting, and data investigation
- Manage the Zendesk instance and identify innovative ways to provide faster support
- Provide feedback to the Product team regarding customer-flagged issues
- Ensure support documentation is up to date, enabling customers to self-solve issues
Requirements
- 2-3 years of customer-facing technical support experience
- Working knowledge of SQL, with ability to read and write queries and support customer troubleshooting
- Experience managing daily work in Zendesk (or similar ticketing system), prioritizing tasks effectively
- Bias for speed, understanding that fast support resolution is critical
Qualifications
- 2-3 years of customer-facing technical support experience, supporting a data product, technical product, or one with a significant API component
Nice to Have
- Desire to further technical knowledge and skills
Skills
* Required skills
Benefits
About People Data Labs
People Data Labs (PDL) is a provider of people and company data, specializing in collecting and standardizing data to help customers build and scale innovative, compliant data solutions. They integrate thousands of compliantly sourced datasets into a single, developer-friendly source of truth for le...