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Customer Support Specialist
Full-time
About The Role
We're looking for someone excited to help solve customer problems, both big and small, providing support through email, Slack, and Zoom. A typical day might consist of working tickets in Zendesk, jumping on a call to support a customer, helping out teammates, and participating in the general mix of chaos, fun, and execution that defines PDL.
This role is the first of its kind at PDL, and an ideal candidate will be comfortable "building the plane while they're flying it." Demonstrable customer-facing experience supporting a data product, a technical product, or one with a significant API component will be key.
The Opportunity
Act as first line support for customer issues and questions, escalating to Solutions Engineers when appropriate
Own our customer support tools, docs, and processes, finding new ways to make your and your teammates' jobs easier with automation and AI
Roles & Responsibilities
Provide end-to-end support for PDL's "self-service" customers, often consisting of simple inquiries, billing questions, and account administration
Act as first line triage and support for PDL's "Enterprise" customers, often consisting of support with SQL queries, API troubleshooting, and investigating data issues
Own our Zendesk instance and help us find new, innovative ways to provide faster support
Provide feedback to our Product team to ensure issues flagged by customers end up on their radar
Ensure our support documentation stays up to date
Required Skills & Experience
2-3 years of customer-facing technical support experience
Working knowledge of SQL, with the ability to read and write queries
Experience managing most daily work in Zendesk (or a similar ticketing system)
A bias for speed, and awareness that fast support resolution is critical to customers' success
