Product Support Specialist

FloQast is passionate about delivering value to customers through our product and our services. As a member of the Support team, you will be at the forefront of this mission as you interact with clients to resolve technical issues, assist with in-app tasks, and provide guidance based on your deep product expertise. You will also collaborate with other FloQast departments to execute client projects and drive continuous improvement of our product, training strategies, documentation, and overall culture. Join our award-winning team to see how FloQast turns Support into a strategic and fun initiative that delights our valued clients.

*Visa sponsorship is NOT available at this time

What You'll Do:

• Take ownership of reported customer issues, utilizing Zendesk ticketing system and internal tools to triage, troubleshoot, resolve, and effectively communicate solutions to clients via email, screenshot, screen share, etc.;
• Collaborate internally with Product Support and Customer Success peers, utilizing dedicated Slack channels and internal tools to collectively resolve technical inquiries;
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams (R&D, Product Support Management, Accounting Success Management, Professional Services, Expert Services, Account Management, etc.);
• Lead or assist with special client projects alongside Customer Success peers like Accounting Success Management, Expert Services, Integration Support, etc.;
• Serve as dedicated Subject Matter Expert (SME) on assigned product(s) and feature(s);
• Any other duties or tasks that may be assigned to help the Support department, the Company, and/or our clients meet their goals..

What You'll Bring:

• Prior experience in customer-facing role;
• Highly motivated and results-driven with the desire and technical aptitude to master our product and learn SaaS methodologies;
• Logical thinker & strong problem solving/troubleshooting skills;
• Strong emotional intelligence skills with an ability to relate to customers, gauge urgency, and display empathy;
• Excellent 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 audience;
• Excellent time management skills– ability to organize and manage multiple priorities and meet deadlines.

#LI-Remote

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The base pay range for this position is $50,000 - $70,000. This position may be eligible for a bonus plan in addition to base pay. Compensation is not limited to base salary. FloQast values our Total Rewards, and offers a competitive and elaborate Benefits Package including, but not limited to, Medical, Dental, Vision, Family Forming benefits, Life & Disability Insurance, Unlimited Vacation, and participation in our Employee Stock Program. FloQast reserves the right to amend, change, alter, and revise pay ranges and benefits offerings at any time. All applicants acknowledge that by applying to this position you understand that this specific pay range is contingent upon meeting the qualifications and requirements of the role, and for the successful completion of the interview selection and process. It is at the Company's discretion to determine what pay is provided to a candidate within the range associated with the role.

About FloQast www.floqast.com

FloQast 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 Authentic 

Ambitious with Integrity

Empowered to Grow

Committed to Collaboration

Customer Obsessed in All Ways

Here’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 Options

FloQast 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.