Remote PerkinElmer specialist diagnosing Materials Characterization hardware, software, and application issues. Supporting customers, field engineers, and service teams across North America.
About the role
- Product Support Specialist supporting merchants using Affirm’s pay-over-time platform. Troubleshooting technical issues, improving support processes, and guiding product feedback.
Responsibilities
- Support Affirm’s merchant partners, including e-commerce retailers using various platforms
- Use troubleshooting techniques to resolve complicated technical or configuration issues
- Work with engineers to resolve technical and operational issues and provide high-touch merchant support
- Manage multiple customer inquiries simultaneously and prioritize appropriately
- Build scalable support processes and streamline workflows based on feedback
- Communicate with merchant partners about new features and enhancements
- Aggregate feature requests from merchant feedback to guide future product planning
- Work cross-functionally with Sales, Client Success, Operations, and Engineering teams
Requirements
- Fluent in French as well as English
- Bachelor’s degree or equivalent experience
- 2+ years of experience in a relevant industry (Tech, eCommerce, SaaS) and/or similar role(s)
- Ability to handle a high volume of requests with efficiency and empathy
- Strong writing skills for clearly describing technical concepts and instructions in emails
- Ability to understand complicated technical systems and concepts
- Experience owning projects through completion and adapting completed projects as needs change
- Nice to have: Experience with major e-commerce platforms (Shopify, WooCommerce, etc.) or exposure to web development concepts
- Nice to have: Comfort working with logs and formatted data to troubleshoot issues
Benefits
- Monthly stipends for health, wellness and tech spending
- 100% subsidized medical coverage for employees and dependents
- Dental and vision coverage for employees and dependents
- Flexible time off
- Generous holiday calendars
- Employee stock purchase plan (ESPP) to buy Affirm stock at a discount
- Inclusive interview process with accommodations for candidates with disabilities
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