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Product Support Specialist (Costumer support with SQL knowledge)

Product Support Specialist (Costumer support with SQL knowledge)
NY, New York

Job Description

Type: full time perm

Location: New York, NY

Must Have:  experience with product or SaaS

US citizens and Green card holders and those authorized to work in the US are encouraged to apply. We are unable to sponsor H1b candidates at this time”

Product Support Specialist

We are seeking an articulate, meticulous Product Support Specialist who understands basic SQL and possesses an affinity for working with data and external clients. The Product Support Specialist can sit in NYC or Chapel Hill, NC. You'll interact with clients and assess the issues they may have including the installation of our data. You'll work alongside a team of creative and intelligent individuals, collaborating daily across departments including Data QA and Sales. We're small, nimble, casual (no suits – shoes optional), and passionate about our mission and the projects we create. Since we are self-funded and profitable (no VCs!), we can afford to take the long view, emphasizing quality over expediency in all we do.  


What You’ll Do:

  • Serve as clients' primary point of contact for product/data issues
  • Use a ticketing system to prioritize and handle client requests
  • Interact directly with end users via email and occasionally over the phone
  • Use SQL to research and troubleshoot issues presented by clients and/or internal QA processes
  • Ensure resolutions are reached within 24 hours, escalating complex data issues to second level support as needed
  • Develop and continuously update knowledge management articles
  • Expand your knowledge of SQL, working with large data sets, and options


Skills You’ll Need:

    • Costumer handling experience 
    • 0 – 2 years of experience with SQL
    • 1 – 2 years of experience with product, SaaS, or application support is beneficial 
    • 1 – 2 years of experience assisting external clients with troubleshooting technical issues related to the company's product is nice to have 



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