Asana9 дней назад
Product Support Specialist
Sydney
Обязанности
- 01Become an expert in Asana’s platform, staying up-to-date on new features and best practices, and develop a positive, consultative relationship to help customers transform the way they work
- 02Address complex product issues requiring deeper investigation and have solid knowledge of the platform
- 03Independently resolve most product issues and expertly consult internal experts and 3rd-party tools when blocked
- 04Own support cases end-to-end, ensuring timely follow-up, clear communication, and full resolution, while managing a high volume of customer inquiries with accuracy, speed, and empathy
- 05Troubleshoot and resolve common SaaS issues, including authentication (SAML/SSO/etc), browser behavior, user access, and workflow troubleshooting
- 06Serve as a point of escalation for urgent customer issues or tickets pertaining to specified products, demonstrating a mastery of de-escalation and resolution
- 07Identify opportunities for and lead customer calls to accelerate complex case resolution
- 08Act as a key liaison between the product team and our customers, partnering with internal teams to escalate bugs, share customer feedback, and contribute to knowledge content
- 09Identify trends with supporting data and suggest product or process improvements to Lead/Manager
- 10Provide light mentoring to more junior team members to elevate the team's overall capability and knowledge
- 11Contribute to the improvement of team-wide processes, documentation, or tools, and support internal ad-hoc projects as needed
- 12Meet team standards for important metrics such as assignment to resolution times and customer satisfaction score
Требования
- 01Demonstrates curiosity about AI tools and emerging technologies, with a willingness to learn and leverage them to enhance productivity, collaboration, or decision-making
- 022-4 years of experience in a customer-facing technical support role in a SaaS or tech environment; live channel experience (video, phone) preferred
- 03Empathetic, curious, and committed to helping customers feel heard and supported
- 04Strong critical thinking and problem-solving skills with the ability to break down complex topics into clear, actionable steps; strong technical aptitude
- 05Proactive and transparent written and verbal English communication skills
- 06You communicate clearly with customers and internal stakeholders, maintaining a professional, friendly, and human tone
- 07Experience troubleshooting common issues related to SaaS products, including authentication (SSO/SAML/native), browser behavior (extensions, cache), and user access problems
- 08Comfortable operating in ambiguous environments and providing consultative support to customers
- 09Willingness and desire to learn and adopt new skills—both technical and non-technical—in order to craft and deliver the best solutions
- 10Proficiency with Asana (or other work management platforms) and experience in technical support, especially API & integrations and workflow troubleshooting a plus
Условия
- 01Office-centric hybrid schedule
- 02Standard in-office days are Tuesday, Wednesday, and Thursday
- 03Most Asanas have the option to work from home on Mondays and Fridays
- 04Coverage may be needed on some weekends or holidays in this role