Product Support Specialist

Datarails is the financial planning and analysis platform that automates data consolidation, reporting, and planning while enabling finance teams to continue using their own Excel spreadsheets and financial models. Datarails integrates with the most popular accounting software, ERPs, and CRMs so all your data can be consolidated. Reduce risk, make informed decisions, and ensure stakeholders have the most reliable data at their fingertips. Transform your Excel into a lean, mean, FP&A machine.

We’re looking for an experienced Product Support Specialist with a great eye for detail and a passion for technology to join our growing Customer Success team.

As our inbound Product Support Specialist you will take ownership of complex technical customer issues and collaborate cross-functionally with the CS, Product, and R&D teams to provide best-in-class support and execute a well-designed customer experience. 

If you are looking for a fantastic opportunity to join a growing startup with lots of room for growth and impact, we would love to meet you!

• Act as the initial point of contact for all Datarails related questions from both our customers as well as internal stakeholders via Zendesk (web form, email, and chat)
• Troubleshoot incoming issues, providing a first response and subsequent follow-ups to customers.
• Monitor incoming tickets, process, respond, and direct unresolved issues to the next level of support personnel.
• Support, and engage customers to deliver high customer satisfaction, advocacy, and loyalty.
• Proactively improve the product based on customer feedback by advocating for them in collaboration with the Product and R&D teams.
• Expand and refine the company knowledge base to empower users to independently resolve issues.

• 1-3 years of experience in roles such as Product Support/Help Desk/Technical Customer Success in a SaaS environment
• Experienced with troubleshooting and problem-solving in a dynamic environment
• A customer-first attitude and ability to breakdown complex concepts into digestible communications
• Understanding of the software development life cycle
• Solid experience in advanced Excel functions (formulas, Vlookup, Pivot Table, Power Query and complex models)
• Experience with Zendesk and Jira or other support/project software - a plus
• Good knowledge of Excel - a big plus
• Finance background - a plus

• We offer a supportive, agile, creative work environment with brilliant colleagues!
• Competitive compensation, ongoing recognition, and a chance to learn, contribute, and develop your skills
• Opportunity to join a high-growth industry, a successful and scaling organization, and an unmatched leadership team passionate about their employees!