Job Description

As a Product Support Specialist at SmartWiz, you will be the bridge between our users and our technical team, playing an essential role in ensuring seamless user experiences. In this role, you will provide exceptional technical support and guidance, addressing user challenges and resolving issues in a timely manner. You’ll also collaborate with our tech team to troubleshoot issues and provide valuable user feedback that drives continuous product improvement. Your work will directly impact the satisfaction of our users and contribute to the overall growth and evolution of SmartWiz.

Responsibilities

• Provide top-notch technical and product support to our users, mastering SmartWiz products and processes to ensure user success.
• Collaborate closely with our tech team to identify, troubleshoot, and resolve user challenges, contributing to the ongoing enhancement of our software.
• Ensure the highest quality standards are maintained for every tax return processed through our SmartWiz platform, offering dedicated support to users throughout the process.
• Engage actively with our user community, collecting valuable insights and feedback, and advocating for their needs within SmartWiz. Contribute to building a product that truly aligns with user requirements.
• Participate in special projects that directly impact the growth and evolution of SmartWiz, allowing you to make a significant contribution to our success.

Qualifications

• Proven experience in a customer-facing role, ideally within SaaS or a technology-based company, with a focus on supporting customers.
• Excellent verbal and written communication skills, with the ability to explain complex concepts in a clear, concise manner.
• Comfortable working with software platforms, including CRMs, customer success tools, and the ability to quickly learn new technologies.
• Ability to learn multiple products within the SmartWiz suite and troubleshoot them all.
• A proactive problem-solver who can resolve customer concerns in a timely manner.
• A passion for helping customers succeed and the ability to build strong, long-lasting relationships.
• Tax preparation experience is a plus, but not required.