Customer Support Specialist at Productiv

Zagreb, Croatia

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€17,160 – €21,120Compensation

Entry Level & New GradExperience Level

Full TimeJob Type

UnknownVisa

SaaS, Agency SoftwareIndustries

Requirements

2+ years of experience as a Customer Support Specialist (ideally as a Customer Support Agent in a customer-facing company or support experience in an agency setting)
Excellent (C1, C2) English communication skills, both written and verbal
Ability to show empathy and stay calm when customers are stressed or upset
Skilled at explaining complicated concepts in easy-to-understand terms
Experience in software testing (advantageous)
Taking ownership of tasks
Being proactive in solving customer issues
Multitasking and managing workload

Responsibilities

Maintaining a positive, empathetic, and professional attitude toward customers at all times
Building sustainable relationships with customers through open and engaging communication
Promptly responding to customer inquiries and providing product information
Knowing the product inside out to answer all questions
Handling customer complaints, providing appropriate solutions and alternatives within a given time frame, and following up to ensure resolution
Communicating and coordinating with colleagues as necessary
Identifying and assessing customer needs to achieve satisfaction
Providing feedback on the efficiency of customer support processes
Helping with product testing and hunting down bugs (QA type of work)
Testing out new Productive features and reporting issues to the Product team
Collecting feature requests and feedback from customers

Skills

Key technologies and capabilities for this role

Customer SupportLive ChatEnglish CommunicationProduct KnowledgeComplaint HandlingFeature TestingFeedback Collection

Questions & Answers

Common questions about this position

What is the salary range for the Customer Support Specialist role?

The salary range is EUR 1,430 – 1,760 gross for an employment contract.

Is this a remote or hybrid position?

This is a hybrid position.

What experience and skills are required for this role?

Candidates need 2+ years of experience as a Customer Support Specialist, along with top-notch written and spoken English skills.

What are the working hours and some benefits offered?

Working hours are 10 AM - 6 PM Mon - Fri, with benefits including subsidized gym membership, health checks paid in full, subsidized parking, and Summer Happy Fridays with a 4-day week.

What makes a strong candidate for this Customer Support Specialist position?

A strong candidate has 2+ years of experience, top-notch English skills, maintains a positive empathetic attitude, knows the product well, and can handle support, testing, and feedback collection.

Productiv

Spend management platform using AI for businesses

About Productiv

Productiv offers a spend management platform designed for businesses to effectively manage their spending on various tools and services. The platform consolidates data, workflows, and team collaboration into a single source of truth, allowing businesses to make informed decisions about their expenditures. It operates on a subscription-based software-as-a-service (SaaS) model and utilizes artificial intelligence to enhance collaboration and provide insights. Key features include procurement capabilities that streamline the purchasing process while ensuring governance, visibility into asset usage, and automation of actions to achieve desired outcomes. Productiv also assists in managing renewals with smart recommendations and negotiation insights. The platform has demonstrated significant value, with clients reporting a return on investment of 3-4 times, highlighting the importance of data transparency and accessibility in spend management.

Palo Alto, CaliforniaHeadquarters

2018Year Founded

$71MTotal Funding

SERIES_CCompany Stage

Consulting, Enterprise Software, AI & Machine LearningIndustries

51-200Employees

Benefits

Medical, dental and vision insurance, 100% paid for you and your family

401K plan

Free lunches, snacks, and beverages in office

Parental leave

Risks

Emerging SaaS platforms with similar features at lower costs threaten Productiv's market share.

Rapid AI advancements may render Productiv's current capabilities outdated, requiring continuous R&D.

Economic uncertainty and IT budget cuts could reduce demand for SaaS management solutions.

Differentiation

Productiv is the only platform offering SaaS Intelligence for comprehensive SaaS management.

It provides real-time employee engagement data down to the feature-level for proactive governance.

Productiv's AI-powered assistant, Sidekick, offers domain-specific insights through natural language queries.

Upsides

Increased demand for SaaS management as companies manage an average of 371 SaaS apps.

Strategic collaborations with cloud financial solutions enhance value unlocking from SaaS portfolios.

Availability in AWS Marketplace facilitates cost optimization and SaaS portfolio management at scale.

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