What you’ll do
As a Product Support Specialist, you will be the first point of contact for our customers, providing prompt and effective support to resolve their issues and ensure they can successfully use the Arlo product. You will utilise your in-depth knowledge of the product to troubleshoot and guide customers through solutions, ensuring minimal disruption to their business operations. You will actively document and escalate more complex issues, collaborate with internal teams, and contribute to the continuous improvement of the product by sharing customer feedback and insights.
Responsibilities
You will be responsible for:
- Managing day to day customer queries via webinar, email and support ticket channels.
- Diagnosing and resolving issues encountered by customers
- Delivering end-user training when required (over webinars and face to face).
- Becoming a product expert.
- Maintaining and writing online help articles.
- Collaborating with internal teams to fine-tune and enhance processes.
- Engaging with customers to understand specific needs and devising appropriate solutions
- Successfully tracking and maintaining Support KPI’s and SLA’s.
Experience & capabilities
Experience
- 2+ years experience in customer support, pre-sales, or onboarding, preferably for a SaaS company.
- Experience delivering end-user training.
- Experience dealing with integration tools like Zapier would be a bonus.
- Experience with Zendesk or a ticketing system would be a bonus.
Skills & qualifications
- Excellent problem solving and analytical skills with an ability to think outside the box.
- An ability to multi-task and effectively manage a number of tasks/projects at one time.
- Excellent verbal and written communication and interpersonal skills.
- Comfort in a startup environment where you need to move quickly and wear many hats.
- Results-driven mentality, self-motivated, enthusiastic and with a “can do” attitude.
- HTML, CSS, and/or Javascript troubleshooting skills would be a bonus.
A bit about us
Arlo is an award-winning global business with our HQ in Wellington, New Zealand and offices in the UK and Canada.
We believe that human interaction is still at the heart of effective learning. Blending that philosophy with the latest elearning tech, Arlo is fast becoming the preferred solution of choice for commercial training providers globally.
Arlo has been developed as the definitive tool to run a training operation, helping our clients save time, grow sales and transform the way their training is delivered. With customers in over 70 countries and processing over $1B since conception, Arlo is the realisation of that vision.
That success is put down to a combination of super talented and passionate individuals, who never stop pushing the envelope, with the single-minded focus to make training management easy and accessible.
