Product Support Specialist, EMEA

FloQast is fanatic about the success of our clients, and the Product Support team owns several internal and external initiatives that deliver on our promise to put customers first. As part of the Product Support team, you will regularly be the face of this mission through your interactions with clients. You will also interface with other FloQast departments to collaborate on special projects and drive continuous improvement to our product, our training strategies, our documentation, and our overall culture. We believe that software should be quick to deploy and easy to use, and that top-notch Support should be easy for customers to find. Join us to see how FloQast turns Support into a strategic and fun initiative that delights our clients.This is a hybrid position based out of our London office.*Visa sponsorship is NOT available at this timeWhat You'll Do:Take ownership of reported customer issues, research, troubleshoot, identify solutions, and communicate directly to clients by means of email, screenshot, GIF, screen share, phone call, etc.Utilize Zendesk ticketing system to respond publicly to tickets and collaborate internally with Product Support and Customer Success teamOwn special initiatives on the Product Support team to uphold our team’s core pillarsLead special projects with clients in collaboration with Customer Success team, including consulting on software migrations and connecting FloQast to new integration partnersFollow standard procedures for proper escalation of unresolved issues to the appropriate internal teams (Product Support Management, Customer Success Management, Set-Up, Engineering, Product, etc.)Refine existing articles and author new articles on the FloQast Knowledge Base to deliver efficient self-help resources for clientsLead internal and external trainings for core application and new product offeringsAny other duties or tasks that may be assigned to help the company, the department, and our clients meet their goals.What You'll Bring:Experience in customer-facing role requiredHighly motivated and results-driven with a desire and ability to learn SaaS methodologies and master our product, as well as the desire to become subject-matter-expert on integrationsLogical thinker & strong problem solving/troubleshooting skillsStrong emotional intelligence skills with an ability to relate to customers, gauge urgency, and display empathyExcellent verbal and written skills to be able to assist customers over email and/or screenshare, including the ability to communicate technical issues to a technical and non-technical audienceExcellent time management skills– ability to organize and manage multiple priorities and meet deadlinesFamiliarity with team systems a plus, including Zendesk, Slack, Guru, Zoom, Gong, JIRA, Pendo, Salesforce, GSuite, Showpad, and GainsightNice-to-haves:Experience working in SaaS industry preferredBachelor's degree or equivalent work experience preferred.Familiarity with cloud-based ERPs (NetSuite, Intacct, QBO) and Cloud Storage Providers (Box, Dropbox, Google Drive, OneDrive, Egnyte) a plusFamiliarity writing Regular Expressions (Regex) a plus#LI-Hybrid#LI-LB1#BI-HybridAbout FloQast
www.floqast.comFloQast is the leader in accounting workflow automation created by accountants for accountants. By automating and modernizing everyday accounting workflows, FloQast enables accountants to work better together and perform their tasks with greater efficiency and accuracy. The cloud-based, AI-enhanced software is trusted by more than 2,500 accounting teams, including those at Snowflake, Kodiak, Instacart, Zoom, and The Golden State Warriors - and still growing! We aspire to forever elevate accounting and improve both the practice and perceptions of the profession.Our values serve as a compass that guides our decisions and are considered non-negotiable, especially when it comes to hiring. Together with our employees, partners, and customers, we live these values every day.Unwaveringly AuthenticAmbitious with IntegrityEmpowered to GrowCommitted to CollaborationCustomer Obsessed in All WaysHere’s Why You Should Apply:Amazing Benefits - FloQast pays 100% of the premium for employees and families for most Medical, Dental, & Vision plans.Competitive Compensation & Stock OptionsFloQast is regularly rated as a Best Place to Work!- Inc. Magazine’s Best Workplaces in 2023, 2022, and 2021- Best Places to Work by LA Business Journal since 2017 (that’s 6 years!)- Built In’s Best Place to Work in Los Angeles 4 years in a row!Professional Growth & Community - We believe community extends through and beyond the office. We have Employee Resource Groups, community volunteer opportunities, social events, DEI initiatives, and reimbursements for professional development relevant to your role.Work-Life Balance - We have unlimited PTO along with a generous parental leave policy. To top it off, we have Mental Health Days, where the company closes to allow employees to unplug, relax, and recharge (we know Zoom fatigue is a real thing!)Employee Choice Policy - Employees can work from home and also have the option to work in a FloQast office or maintain a hybrid work schedule.Our customers love us! See for yourself on G2 Crowd.FloQast, Inc is committed to operating fair and unbiased recruitment procedures allowing all applicants an equal opportunity for employment, free from discrimination on the basis of religion, race, sex, age, sexual orientation, disability, color, ethnic or national origin, or any other classification as may be protected by applicable law. We aim to recruit the right people for the jobs we have to offer, and to assess applications on the basis of relevant skills, education, and experience. We welcome people of different backgrounds, experiences, abilities, and perspectives. We are an equal opportunity employer and strive to provide a professional and welcoming workplace for all employees.
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