Product Support Specialist

Raleigh, NC

Founded by Jesse Lipson (founder and former CEO of ShareFile), Real Magic has been named one of the Triangle’s most promising startups. Our first product, Levitate (www.levitate.ai), is a keep-in-touch marketing platform designed to help relationship-based businesses grow by staying top of mind in an authentic, personal way. Our mission--to help make the world a more creative and entrepreneurial place--is fueled by four core values:

  • Create Magic
  • Show Customer Empathy
  • Make Data-Driven Decisions
  • Focus on Solutions, Not Problems

As a member of the Support Team, the Product Support Specialist answers product and billing questions over chat, email and phone. One of our core values is showing customer empathy and we demonstrate this by empowering support specialists to solve customer problems. This role requires someone with the ability to problem solve and troubleshoot technical issues and then communicate with internal stakeholders, team members, and the customer.

Responsibilities

  • Answer inbound calls and chats from customers
  • Update and maintain a customer-facing knowledge base
  • Document all customer inquiries in CRM tool

Qualifications

  • 2-5 years work experience preferably in a client-facing role
  • Strong analytical and problem-solving skills
  • Understanding of email clients, providers, and configurations is required
  • MongoDB or SQL experience is preferred

Benefits

  • Medical insurance
  • Vision insurance
  • Dental insurance
  • 401(k)
  • Paid maternity leave
  • Paid paternity leave
  • Disability insurance
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