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Product Support Specialist

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Top Daily Responsibilities 
1. Triage and process all incoming feedback reports
2. Investigate each report to understand similarities to help create a centralized issue taxonomy 
3. Interact with designers to understand their feature requests 

Additional Responsibilities 
* Reply to users with canned responses to common reports and feature requests 
* Provide high touch support and follow up with users to obtain additional information for troubleshooting issues
* File bugs and escalate top issues to the team if appropriate 
* Provide weekly report to leads to highlight top feature requests and escalating trends 

Required Skills 
* 1+ Previous experience providing customer support for a software or hardware product 
* Passionate about designs (Understand how design tools work for Sketch, Photoshop, Adobe, Invision, etc) 
* Previous experience providing customer support for a software or hardware product 
* Ability to learn a product and become an expert quickly 
* Effective verbal and written communication skills 
* Highly motivated self-starter with strong organizational and time management skills 
* Proficient with Microsoft Office and/or Google Docs and Sheets 
** Ideal candidate may have worked in a support role and learned about design 

Nice to haves 
* Would like to see candidates Portfolios 
* Previous digital design experience 
* Previous experience with Sketch 
* Previous experience in other support and CRM tools such Zendesk and Salesforce

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