Job description
Anrok is pioneering the way in addressing a crucial challenge for businesses worldwide: navigating the complex realm of sales tax and VAT. As tax regulations continue to change and become more intricate, companies require a dependable and automated solution to manage risk and ensure global compliance doesn’t become a drag on their revenue. Anrok’s cutting-edge platform seamlessly integrates with various billing and payment systems, streamlining sales tax monitoring, registration, reconciliation, and filing across multiple jurisdictions.
We are seeking a highly motivated and customer-focused Product Support Specialist to join our team. In this role, you will serve as a key liaison between our customers and the engineering team, ensuring that customer issues are effectively communicated, investigated, and resolved in a timely manner. The ideal candidate will have strong problem-solving skills, excellent communication abilities, and a passion for delivering exceptional customer support.
In this role, you will:
Interact with Anrok customers daily via email and chat to resolve high volumes of inbound tickets via email and chat while meeting SLAs.
Collaborate closely with the engineering and product teams to communicate customer issues, provide detailed bug reports, and work together to troubleshoot and resolve technical problems.
Work closely with A.I. assisted tools and approaches to improve the quality and efficiency of responses to Anrok customers and improve documentation in multiple knowledge bases.
Document key findings and common themes into improved Help Center content or quick response templates to improve customer knowledge.
What excites us:
You have proven experience in a product support role, with a strong background in technical support, preferably in a software or technology industry.
Strong communication and interpersonal skills, with the ability to articulate complex concepts and processes clearly and concisely.
Strong problem-solving and analytical skills, with the ability to diagnose and troubleshoot complex technical issues.
Curiosity and drive around building and improving processes at scale.
Customer-centric mindset with a passion for delivering exceptional support and building positive relationships with customers.
Ability to work independently and manage multiple tasks in a fast-paced environment.
What we offer:
The equity upside of an early-stage startup with the product-market fit of a later-stage company.
Daily lunch and snacks for those working out of our San Francisco office.
Medical, dental, and vision insurance covered 100%.
One Medical membership covered, flexible sick benefits, and more.
Annual learning and development stipend for books, online courses, and conferences, as well as a curious team to share your learnings with.
Annual team offsites and in-person opportunities around our growing Anrok hubs
Home office setup stipend to ensure you have the equipment you need to thrive at work.
At Anrok, we embrace a dynamic and flexible hybrid work environment based out of our growing office hubs - San Francisco, New York City, and Salt Lake City where we collaborate in-person 3 days per week.
