Product Support Specialist

\u003cp style=\"min-height:1.5em\"\u003eAnrok 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.\u003c/p\u003e\u003cp style=\"min-height:1.5em\"\u003e\u003c/p\u003e\u003cp style=\"min-height:1.5em\"\u003eWe 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.\u003c/p\u003e\u003cp style=\"min-height:1.5em\"\u003e\u003c/p\u003e\u003cp style=\"min-height:1.5em\"\u003cstrong\u003eIn this role, you will:\u003c/strong\u003e\u003c/p\u003e\u003cp style=\"min-height:1.5em\"\u003e\u003c/p\u003e\u003cul style=\"min-height:1.5em\"\u003e\u003cli\u003e\u003cp style=\"min-height:1.5em\"\u003eInteract with Anrok customers daily via email and chat to resolve high volumes of inbound tickets via email and chat while meeting SLAs.\u003c/p\u003e\u003c/li\u003e\u003cli\u003e\u003cp style=\"min-height:1.5em\"\u003eCollaborate closely with the engineering and product teams to communicate customer issues, provide detailed bug reports, and work together to troubleshoot and resolve technical problems.\u003c/p\u003e\u003c/li\u003e\u003cli\u003e\u003cp style=\"min-height:1.5em\"\u003eWork 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.\u003c/p\u003e\u003c/li\u003e\u003cli\u003e\u003cp style=\"min-height:1.5em\"\u003eDocument key findings and common themes into improved Help Center content or quick response templates to improve customer knowledge.\u003c/p\u003e\u003c/li\u003e\u003c/ul\u003e\u003cp style=\"min-height:1.5em\"\u003e\u003c/p\u003e\u003cp style=\"min-height:1.5em\"\u003cstrong\u003eWhat excites us:\u003c/strong\u003e\u003c/p\u003e\u003cul style=\"min-height:1.5em\"\u003e\u003cli\u003e\u003cp style=\"min-height:1.5em\"\u003eYou have proven experience in a product support role, with a strong background in technical support, preferably in a software or technology industry.\u003c/p\u003e\u003c/li\u003e\u003cli\u003e\u003cp style=\"min-height:1.5em\"\u003eStrong communication and interpersonal skills, with the ability to articulate complex concepts and processes clearly and concisely.\u003c/p\u003e\u003c/li\u003e\u003cli\u003e\u003cp style=\"min-height:1.5em\"\u003eStrong problem-solving and analytical skills, with the ability to diagnose and troubleshoot complex technical issues.\u003c/p\u003e\u003c/li\u003e\u003cli\u003e\u003cp style=\"min-height:1.5em\"\u003eCuriosity and drive around building and improving processes at scale.\u003c/p\u003e\u003c/li\u003e\u003cli\u003e\u003cp style=\"min-height:1.5em\"\u003eCustomer-centric mindset with a passion for delivering exceptional support and building positive relationships with customers.\u003c/p\u003e\u003c/li\u003e\u003cli\u003e\u003cp style=\"min-height:1.5em\"\u003eAbility to work independently and manage multiple tasks in a fast-paced environment.\u003c/p\u003e\u003c/li\u003e\u003c/ul\u003e\u003cp style=\"min-height:1.5em\"\u003e\u003c/p\u003e\u003cp style=\"min-height:1.5em\"\u003cstrong\u003eWhat we offer:\u003c/strong\u003e\u003c/p\u003e\u003cul style=\"min-height:1.5em\"\u003e\u003cli\u003e\u003cp style=\"min-height:1.5em\"\u003eThe equity upside of an early-stage startup with the product-market fit of a later-stage company.\u003c/p\u003e\u003c/li\u003e\u003cli\u003e\u003cp style=\"min-height:1.5em\"\u003eDaily lunch and snacks for those working out of our San Francisco office.\u003c/p\u003e\u003c/li\u003e\u003cli\u003e\u003cp style=\"min-height:1.5em\"\u003eMedical, dental, and vision insurance covered 100%.\u003c/p\u003e\u003c/li\u003e\u003cli\u003e\u003cp style=\"min-height:1.5em\"\u003eOne Medical membership covered, flexible sick benefits, and more.\u003c/p\u003e\u003c/li\u003e\u003cli\u003e\u003cp style=\"min-height:1.5em\"\u003eAnnual learning and development stipend for books, online courses, and conferences, as well as a curious team to share your learnings with.\u003c/p\u003e\u003c/li\u003e\u003cli\u003e\u003cp style=\"min-height:1.5em\"\u003eAnnual team offsites and in-person opportunities around our growing Anrok hubs\u003c/p\u003e\u003c/li\u003e\u003cli\u003e\u003cp style=\"min-height:1.5em\"\u003eHome office setup stipend to ensure you have the equipment you need to thrive at work.\u003c/p\u003e\u003c/li\u003e\u003c/ul\u003e\u003cp style=\"min-height:1.5em\"\u003eAt 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.\u003cstrong\u003e \u003c/strong\u003e\u003c/p\u003e