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Mid LevelFull-timeGoAPIMicroservicesAIGit
About the Role
We are looking for an Account Specialist to join our Premium Support team. This role focuses on providing technical support and account management for Premium customers through Slack-first engagement and proactive follow-up.
Key Responsibilities
- →Serve as a Premium-facing product generalist and Slack-primary responder for assigned Premium accounts
- →Conduct Premium Support onboarding calls to capture customer goals and explain support processes
- →Troubleshoot and resolve complex, cross-functional technical issues via Slack, Zoom, and scheduled calls
- →Answer product-related queries and resolve usage blockers through timely support
- →Help customers avoid repeat issues by improving their product usage patterns through clear guidance
- →Monitor customer health signals via internal dashboards and proactively follow up on technical blockers
- →Proactively reach out to Premium customers to follow up on unresolved issues
- →Participate in Product, Development, and Support org syncs to stay informed on evolving features
- →Manage account coverage, handoffs, and ticket ownership transparently
Requirements
- ✓BA/BS in Computer Science or equivalent combination of education and experience
- ✓2-3 years of practical experience supporting a B2B SAAS platform
- ✓3+ years experience in Client Relations, Account Management and technical customer support
- ✓Proven experience managing dedicated client relationships or high-value accounts in a technical support capacity
- ✓Exceptional client-facing communication skills with ability to explain complex technical concepts clearly
- ✓Demonstrates proactive motivation to solve tough technical problems and know when to escalate
- ✓Ability to diagnose, troubleshoot and resolve issues over phone, email, or chat
- ✓Comfortable conversing over live Zoom and Phone conversations
- ✓Outstanding analytical and problem-solving skills
- ✓Detail-oriented and organized to accomplish tasks in a fast-paced environment
- ✓Ability to work independently and as part of a team
- ✓Fluent in English with demonstrated verbal and written communication skills
