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Product Support Specialist

Remote:

Hybrid

Contract:

Full time

Work from:

Dublin (IE)

Offer summary

Qualifications:

Educated to degree level in a technical subject., 2–3+ years’ experience in user support or customer success., Experience with marketing platforms and APIs., Familiarity with support ticketing systems like Zendesk..

Key responsabilities:

Provide customer support via email and tickets.
Perform troubleshooting across multiple technologies.
Advise customers on implementing their use cases.
Conduct platform training sessions when necessary.

Xtremepush SME http://www.xtremepush.com/

51 - 200 Employees

See more Xtremepush offers

Job description

About the Role

Weâre looking for a Product Support Specialist to join our growing team. Our Product Support team proactively and reactively solves customer issues while advising on best practices to deliver tangible results.

In this role, youâll help customers navigate the Xtremepush platform, investigate reported issues, and provide clear, effective communication. Youâll become an Xtremepush expert, using your knowledge to solve challenges and offer creative solutions tailored to customer needs and goals.

We value a solution-oriented mindset, taking the time to thoroughly understand our customersâ requirements. This role is ideal for someone with a technical curiosity and an interest in cutting-edge marketing technologies like web, mobile, API usage, and data segmentation.

If youâre a strong team player who enjoys problem-solving and creating a friendly, human customer experience, weâd love to hear from you!

This is a hybrid role. #LI-Hybrid

Key Responsibilities

Provide customer support for our multi-channel platform, primarily via email through support tickets
Become an expert on how to best utilise the Xtremepush platform
Use your technical skills to perform in-depth troubleshooting, across multiple technologies such as rest APIs, JavaScript, HTML, CSS, etc.
Monitor and handle urgent customer issues and escalate when necessary
Advise and guide customers in implementing their use cases
Partner with the account management, product development, and technical operations teams to help improve our customer experience
Provide platform training sessions when necessary
Help test new platform features and updates
Assist with identifying and writing missing user documentationÂ

Working Arrangements:

Working hours: Monday to Friday (09:00 - 18:00)
Availability for recurring on-call rotations (including weekends) or to work on bank holidays

Your Experience and Qualifications

Educated to a degree level, preferably in a technical subject
2â3+ yearsâ experience in user support and/or customer success, preferably for a SaaS marketing, data, or multi-channel platform
Experience working with one or more of the following:
- Marketing platforms
- Email marketing campaigns
- Web technologies
- Rest APIs
- Mobile development (iOS, Android)
- Technical and/or instructional writing
Excellent and empathetic customer-facing communication skills
Passion for providing solutions and customer service
Experience with Zendesk, or similar support ticketing systems
Not afraid to embrace challenges in a supportive and encouraging environment
Logical problem solver
Can work on own initiative, âcan doâ attitude
Time-management and prioritisation skills
Keen on learning new technologies

Location

This is a hybrid role based in Dublin, Ireland.

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About us

Headquartered in Ireland with offices in the UK and US, Xtremepush is an Omnichannel Customer Engagement Platform powered by a built-in CDP. It enables high-velocity companies to build, grow, and retain strong customer relationships through personalised, relevant, and timely communication. With a true single customer view at its core, Xtremepush provides actionable customer intelligence that drives engagement, conversion, and revenue across all channels, while putting customer retention first.Â

At Xtremepush, we believe that diversity adds incredible value to our teams, our products, and our culture. We donât just accept differences, we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products and our community. As an equal opportunity employer, we stay true to our mission by ensuring that our place can be anyoneâs place regardless of race, religion, gender, sexual orientation, national origin, disability or age.Â