Junior Product Support Specialist (Remote Working USA)

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Job Summary:

Pulsar is the world’s leading audience intelligence platform, seeking a Product Support Specialist to join their Product team in the US. The role involves managing client service, analyzing user issues, and collaborating with various teams to enhance product quality and user experience.

Responsibilities:

• Oversee and manage all aspects of client service and ensure continuous support is provided to all Pulsar’s clients and stakeholders.

• Instill a focus on quality in the product culture by creating objective data driven recommendations that influence and shape product direction.

• Develop and communicate compelling analyses and recommendations about trends from user feedback to identify areas for new product opportunities and feature requests that can be made to improve customer experience and highlight these to the Product team.

• Follow up with clients where necessary once issues are resolved to evaluate satisfaction.

• Build strategic relationships and manage communication and alignment across multiple teams and departments across the business.

• Communicate new product releases and platform updates with relevant internal teams as soon as they become available.

• Improve, update, and create new articles, videos, and tutorials to maintain a healthy library of documentation for the platform.

• Be resourceful and be able to suggest alternative solutions or workarounds to clients, especially when there’s no development or product team at hand during US hours.

• Attend client meetings to support the Sales & Retention teams and be comfortable providing training and education on all our products.

• Collaborate with Engineers and Product teams to shape, support, and execute product goals that positively impact the user experience.

• All staff have a responsibility and an essential role to play in safeguarding Pulsar Group’s information and that of its customers. You are required to take all reasonable steps to comply with the Pulsar Group Information Security Policy and the policies and processes outlined in the Pulsar Group Information Security Management System (ISMS).

Qualifications:

Required:

• At least 2 years of experience working in tech, consulting, or an operational capacity that ideally involves client management.

• Experience prioritizing competing demands in an ambiguous, fast-paced environment.

• Experience constructing interpersonal relationships across multiple teams, communicating technical content and analytical insights to multiple audiences.

• Involved, passionate and loves all things Product and able to feed into the Roadmap and suggest ideas on how to improve user experience.

• Familiarity with software development practices and ability to work with and understand software engineers.

• Experience with using product support and analytics tools such as Intercom and Full Story.

• Experience with API technologies, such as Rest and GraphQL.

• Experience working with both in-house and virtual teams; excellent communication skills.

• An ability to grasp customers' needs and suggest timely solutions, and explain complex information in simple, clear terms to non-technical clients and users.

• Good interpersonal skills and must be confident enough to deal with difficult clients; able to work well under pressure and multi-task.

• Product savvy, data and analytics driven, able to suggest solutions / improvements to the dev team or product team, based on real user data.

Preferred:

• Bilingual -Spanish Speaker is a huge plus!

Company:

Pulsar is an audience intelligence platform and research consultancy. Founded in 2013, the company is headquartered in New York, New York, USA, with a team of 51-200 employees. The company is currently Growth Stage.