Product Support Specialist

2 days ago

Singapore Similarweb Full time

**Similarweb **is the leading digital intelligence platform used by over 3,500 global customers. Our wide range of solutions powers the digital strategies of companies like Google, eBay, and Adidas. We help our customers succeed in today's digital world by providing data-driven insights, competitive benchmarks, strategic analysis, and more. In 2021, we went public on the New York Stock Exchange, and we haven't stopped growing since

We're looking for a **Tier 2 Product Support Specialist** to become a product expert, assist our customers with various inquiries, and strengthen our relationships with our customers and users. This role reports to the Product Support Team Manager - Tier 1.

**Why is this role important at Similarweb?**

The Product Support Specialist acts as the first line of contact for all of our users and plays a critical role in building trust in our brand, services, and products.

The Support Team is often the first point of contact for new users, giving us a unique opportunity to make their first experience with Similarweb amazing

**So, what will you be doing all day?**

As part of the Product Support team, your daily responsibilities may include:

- Supporting Similarweb employees by addressing any questions or issues with Similarweb products.
- Acting as an escalation point for our Tier 1 team for bugs, data inquiries, and advanced product questions.
- Becoming an expert in all Similarweb products, enabling you to address general product education inquiries.
- Collaborating with Product and R&D teams to resolve bugs and handle escalations, making prioritization decisions when multiple issues arise.
- Acquiring advanced knowledge of our data methodology to effectively manage complex data questions.
- Offering feedback to our Product team by sharing insights that could enhance customer experience and suggesting new product functionalities.

**This is the perfect job for someone who**:

- Has at least 1 year of customer-facing experience (account management, client onboarding, customer support, or similar roles).
- Has at least 1 year of experience working directly with software (SaaS preferred) or in the digital marketing field
- Has SQL knowledge to query and analyze data discrepancies for efficient issue resolution.
- Is experienced with RESTful APIs and tools like Postman, with the ability to troubleshoot and perform API testing to diagnose customer issues effectively.
- Is a native-level English and exceptional verbal and written communication skills
- Is internet & tech savvy
- Has critical thinking and problem solving skills
- Demonstrate professionalism, and strong ability to work in a team environment
- Is highly service-oriented with customer-facing skills
- Has data analysis skills

**It's a plus if you are someone who**:

- Is experienced with Salesforce, JIRA, Zendesk or other support ticketing systems
- Has experience working in a DaaS company
- Has a strong understanding of the digital marketing space

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