Product Support Representative

About the Role

As a Product Support Representative at Fieldguide, you will be an integral member of our go-to-market team, helping build our support function.

You will provide customers with world-class support built to maximize our customers’ return on investment quickly and continuously. As a trusted expert on the Fieldguide platform, you will partner closely with firms to ensure their ongoing success with Fieldguide.

This hire must be comfortable working 2pm to 11pm PT.

What You’ll Do

• Build trust with customers. Respond quickly and accurately to client requests for assistance, always with a positive attitude.
• Provide technical support: Offer prompt and efficient assistance to resolve technical issues related to Fieldguide's platform. Troubleshoot problems via email, phone, or chat, investigating and reproducing issues, and working through fixes with Engineering when needed.
• Enhance user experience: Guide customers through the features and functionalities of the Fieldguide platform. Provide tips and best practices for optimal use, ensuring customers can leverage the software to its fullest potential.
• Advocate for the customer: Be the link between the customer and Fieldguide’s Engineering, Product, Design team. Be aware of and communicate customer needs internally to help shape the product roadmap. Help the customer participate in deployment of beta features, facilitating a frequent feedback loop.
• Bolster onboarding and retention: Assist in customer database setup and template creation to ensure a world-class client experience.
• Maintain knowledge base: Contribute to and update the online help resources, FAQs, and support documentation, ensuring they are current and comprehensive for user self-service.

About You

• 1 - 3 years of customer support experience, 1 to 3 years in a customer-facing technical role. Support, implementation, solutions, or support plus engineering all count.
• You are a team player and are mission-first. You’re joining a hard-working team that trusts each other deeply. We won’t compromise on this.
• Startup or scale-up experience where you have worn multiple hats and worked without full documentation.. The ideal candidate will have a proven track record of driving customer satisfaction and fostering long-term client relationships.
• Bias towards action. You take ownership of projects end-to-end and see them through to completion, with minimal direction or oversight.
• Adaptable. You adjust quickly to changing processes and customer needs.
• Nice to have: Familiarity with the integration of merge tags in Microsoft Office applications is desirable.