Stripe2 дня назад

Специалист по поддержке продуктов

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12 514 ₽медиана по профессии

IT Support / Helpdesk · 116 вакансий с указанной зарплатой

5 250половина предложений: 9 479–16 667132 617

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Chicago

Обязанности

01Analyze and troubleshoot complex technical issues through direct user interaction (email, phone), utilizing SQL to extract and interpret data, and leveraging your knowledge of API documentation.
02Develop product and platform expertise, working closely with Engineering, Product, and Operations teams to diagnose and resolve user issues.
03Strategically optimize and scale support processes to enhance efficiency and improve the overall user experience, incorporating data-driven insights and metrics.
04Lead continuous improvement initiatives aimed at hitting key performance metrics (SOKRs) such as Consumer Satisfaction (CSAT), Contact Rate, and SLA compliance.
05Create and refine documentation to empower users to resolve issues via self-service, reducing dependency on support teams.
06Collaborate and advocate with Product and Engineering to proactively improve the platform based on user feedback, ensuring long-term product reliability.
07Lead cross-functional projects aimed at identifying inefficiencies in current processes and driving the implementation of long-term solutions.
08Constantly challenge the status quo and push for innovation in user support strategies and operational processes.

015+ years of experience in a customer-facing product support role, with a focus on troubleshooting technical issues.
02Proficiency in SQL for data analysis and querying, with the ability to interpret datasets.
03Experience working with APIs
04Exceptional problem-solving skills, capable of diagnosing complex issues and driving them to resolution.
05Proven experience in stakeholder management, with the ability to influence cross-functional teams and drive progress.
06Experience in project management, particularly in optimizing processes, workflows, or support operations.
07Willingness to work occasional weekends and holidays (with compensatory time off).

01Willingness to work occasional weekends and holidays (with compensatory time off).