View All Jobs 1398
Support Consultant
Troubleshoot and resolve complex technical issues for strategic customers and partners.
New York
Mid-Level
$55,000 - 65,000 USD / year
1 month ago
✨ About The Role
- The Support Consultant will provide exceptional technical support to strategic customers and partners, addressing their unique needs and complex queries.
- This role involves acting as a point of contact for technical and API queries from Prolific’s strategic customers and partners.
- The consultant will provide 2nd line support for customer-facing teams to help troubleshoot and solve complex technical problems.
- The position requires handling queries through an internal helpdesk and assisting via calls, video chats, and other communication channels as needed.
- Continuous updating of knowledge regarding Prolific's products and services is necessary to serve as a reliable consultant.
- The role includes maintaining clear communication with customers, offering updates on issue status, and ensuring compliance with SLAs.
- Gathering and relaying customer feedback to key stakeholders is essential for collaborating with product and engineering teams to troubleshoot issues and define solutions.
⚡ Requirements
- The ideal candidate will have demonstrated experience in providing exceptional technical support to SaaS and B2B customers.
- A strong technical acumen, including familiarity with APIs and technical troubleshooting skills, is essential for success in this role.
- The candidate should possess the ability to build and maintain strong relationships with both internal and external stakeholders.
- Adaptability is crucial, as the role requires managing multiple communication channels and quickly learning new technologies.
- Strong analytical skills and a proactive initiative to anticipate customer needs will be key to addressing potential issues before they arise.
- A customer-focused mindset is necessary to consistently surpass customer expectations while ensuring effective collaboration with internal teams.
- The candidate must demonstrate accountability by acting with urgency and adhering to Service Level Agreements (SLAs).
About Prolific
Definitive human data to deliver world-leading research and AI