Product Support Specialist

Product Support Specialist

Anrok is pioneering the way in addressing a crucial challenge for businesses worldwide: navigating the complex realm of sales tax and VAT. As tax regulations continue to change and become more intricate, companies require a dependable and automated solution to manage risk and ensure global compliance doesn't become a drag on their revenue. Anrok's cutting-edge platform seamlessly integrates with various billing and payment systems, streamlining sales tax monitoring, registration, reconciliation, and filing across multiple jurisdictions.

We are seeking a highly motivated and customer-focused Product Support Specialist to join our team. In this role, you will serve as a key liaison between our customers and the engineering team, ensuring that customer issues are effectively communicated, investigated, and resolved in a timely manner. The ideal candidate will have strong problem-solving skills, excellent communication abilities, and a passion for delivering exceptional customer support.

In this role, you will:

• Interact with Anrok customers daily via email and chat to resolve high volumes of inbound tickets while meeting SLAs.
• Collaborate closely with the engineering and product teams to communicate customer issues, provide detailed bug reports, and work together to troubleshoot and resolve technical problems.
• Work closely with A.I. assisted tools and approaches to improve the quality and efficiency of responses to Anrok customers and improve documentation in multiple knowledge bases.
• Document key findings and common themes into improved help center content or quick response templates to improve customer knowledge.

What excites us:

• You have proven experience in a product support role, with a strong background in technical support, preferably in a software or technology industry.
• Strong communication and interpersonal skills, with the ability to articulate complex concepts and processes clearly and concisely.
• Strong problem-solving and analytical skills, with the ability to diagnose and troubleshoot complex technical issues.
• Curiosity and drive around building and improving processes at scale.
• Customer-centric mindset with a passion for delivering exceptional support and building positive relationships with customers.
• Ability to work independently and manage multiple tasks in a fast-paced environment.

What we offer:

• The equity upside of an early-stage startup with the product-market fit of a later-stage company.
• Daily lunch and snacks for those working out of our San Francisco office.
• Medical, dental, and vision insurance covered 100%.
• One Medical membership covered, flexible sick benefits, and more.
• Annual learning and development stipend for books, online courses, and conferences, as well as a curious team to share your learnings with.
• Annual team offsites and in-person opportunities around our growing Anrok hubs.
• Home office setup stipend to ensure you have the equipment you need to thrive at work.

At Anrok, we embrace a dynamic and flexible hybrid work environment based out of our growing office hubs - San Francisco, New York City, and Salt Lake City where we collaborate in-person 3 days per week.