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About Jasper
About the role
Want to revolutionize Content Creation with AI?
Launched in February 2021, Jasper.ai has scaled from 0 to over 55,000 happy and paying customers. We are backed by Y-combinator and other notable investors whose mission is to help the world write better content using artificial intelligence.
The Product Support Specialist (PSS) is responsible for supporting customers’ technical needs and ensuring their successful onboarding and use of Jasper and all our integrations. Product Support Specialists are responsible for post-sales technical support for customers and assisting them in proactive and reactive ways. PSS’s should help customers evaluate solution implementation, understand how to utilize it, integrate it into their existing systems, and successfully deploy and troubleshoot any issues with it.
What you will do at Jasper
- Identify the pain points, trends, and issues that our users and customers face. Most importantly, you will resolve those issues by directly fixing problems and by working together with the Sales, Engineering, and Product teams
- Provide world-class Customer 1st Support to our ever-growing customer base with your unsurpassed customer service and problem-solving capabilities
- Investigate and resolve customer issues via our ticketing system or in real-time through Helpscout.
- Troubleshoot and resolve account issues.
- Ability to work on time-sensitive issues and provide timely resolution and clear customer communication
- Post-sales engineering assistance to help prospects understand the technical capabilities of the software and how it can fit into their organization’s existing systems.
- Assist clients with configuration and connection to other systems such as Surfer SEO, Grammarly, Copyscape, and DeepL.
- Work with the product engineering team to communicate bugs or other issues to be fixed and incorporated into future releases.
- Create or update customer-facing product documentation.
- Replicate customer reported issues and transfer to a developer report with clear reproduction steps and analysis
- Ability to recognize the severity of issues and react appropriately
- Feedback to support team colleagues to develop product knowledge and understanding
- Escalate complex data fixes and summarize the investigation and observations.
- Building successful relationships with our customers, both internal and external.
What you will bring to Jasper:
- 2+ years customer-facing or user-facing experience
- The ability to speak to non-technical customers when troubleshooting technical issues.
- Excellent written and verbal communication skills in English. Solutions-oriented problem-solving and critical thinking abilities.
- Exceptional interpersonal skills - you care about people and are passionate about helping others. Empathetic.
- Self-starter and excited to work in an ever-changing environment. Highly motivated with a strong work ethic and good judgment. Technical writing skills.
Benefits & Perks
- Comprehensive Health, Dental and Vision Coverage for our Employees and Families (Jasper.ai covers 100% of the premium for employees), 401(k) program with company matching, and time-off to encourage a healthy work-life balance
- Monthly Wellness Reimbursement
- Jasper.ai is headquartered on Sixth Street in Austin, TX. Employees are welcome to work in the office or remotely
- A MacBook Pro and the gear you need to get work done
- Growing a new business can be chaotic so we strive for a fun, creative, and collaborative work environment to help us meet our objectives
Our goal is to be a erse workforce that is representative, at all job levels as we know the more inclusive we are, the better our product will be.
We are an equal opportunity employer. Applicants will not be discriminated against because of race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, citizenship status, disability, ancestry, marital status, veteran status, medical condition or any protected category prohibited by local, state or federal laws.