Join Signeasy, and contribute to a paperless world:

Signeasy is a leading eSignature and contract workflow platform to sign, send, and manage critical business documents. 48,000 companies in over 100 countries use Signeasy to simplify paperwork and increase efficiency across departments like Sales, HR, Finance, Operations, etc. Signeasy is a recommended 2023 Google Workspace App and integrates seamlessly with Office 365, Salesforce, Dropbox, and Box. Signeasy is highly rated on customer satisfaction and product innovation by independent software review sites and industry analysts, and its mobile apps consistently rank among the top 100 business apps on App Stores.

Signeasy is a Great Places To Work certified organization with Glassdoor ratings at 4.5* consistently.

Role overview:

Signeasy is obsessed with delivering an amazing customer experience. As a Product Support Representative (PSR), you are the first line of defense to educate and solve problems and delight our customers. If our customers are reaching out to you, it’s because they’ve encountered a problem and need you to fix it. In these moments of frustration, our customers are looking for an empathetic, patient, and proactive person to walk them through a full resolution.

Responsibilities:

• First and foremost, dive head-first into support tickets when they come in via email, phone, and chat

• Resolve our customer’s product issues and questions by providing appropriate solutions

• Escalate technical issues to the technical support engineer

• Manage customer expectations regarding issue resolution time and feature delivery

• Identify sales/upsell opportunities through support interactions and pass them on to our sales team

• Respond to reviews on AppStore/Playstore

Requirements:

• A Bachelor’s degree or equivalent

• 2+ years of experience as a Technical or product support representative/specialist/engineer at a B2B SaaS company

• Experience using helpdesk ticketing software

• Familiarity with OKR framework and support OKRs

• Insane ability to run diagnostics by checking user logs and backend admin tools.

• Proactive and customer focused

• Excellent verbal and written communication skills

How can you be successful:

You will find success and enjoy a sense of accomplishment by doing the following:

• Achieve ~ 90% or higher CSAT on closed case surveys and quality assessments.

• Become a true product expert and stay on top of our product roadmap.

• Utilize support tools and resources to get the job done in the best way with the least supervision.

• Proactively identify improvements to our product, identify bugs and otherwise determine high-impact opportunities to enhance the customer experience.

• Be a continuous bar raiser.

How you can fit the role?

• Demonstrate an incredibly high level of empathy, care, and patience.

• Must love and be passionate about solving customer issues, both user-level and technical in nature.

• Strong communication skills - Must be an active listener. Talks and writes in a super crisp manner.

Why work with Signeasy (Our unique benefits): 

Being a part of Signeasy means contributing to a culture that cherishes each member's role in our collective mission. Here, you’ll collaborate with some of the most talented individuals in an environment that nurtures growth, creativity, and learning. We offer a flexible and hybrid working model, prioritizing your safety and well-being.

Signeasy is at all costs an Equal Opportunity Provider: Diversity hiring and building a truly inclusive international team is our pinnacle interest to drive innovation, growth, and a global outlook. (Yes, we have individuals on the team who come from interesting backgrounds and experiences, including a scuba instructor). 

We make BOLD MOVES! Signeasy is now a teenager - https://www.youtube.com/watch?v=qd7YTjsnwGQ 

Our Frontend expert on Signeasy turning ‘10’: https://www.youtube.com/watch?v=oCY-rCTODbw
Meet Signeasy's leadership and core team: https://rb.gy/ftyfkw
Our impressive story: https://rb.gy/azsda0
Take a peek at Signeasy's culture: https://rb.gy/nvra6o/
Signeasy's Timeline & Journey: https://Signeasy.com/journey/
More about Careers at Signeasy: https://Signeasy.com/jobs/