Product Support Specialist

Overview

The Customer Product Support team at Asana empowers users to enhance their productivity and achieve clear results using the Asana platform. This team is comprised of passionate product experts focused on guiding customers through inquiries, feature suggestions, and bug fixes while educating them on optimal usage practices. Internally, the team advocates for customers by sharing insights with product development teams and fostering open communication channels. Success is measured by customer satisfaction, with empathy playing a key role in interactions.

Work Environment

This position is based at Asana's Dublin office, following a hybrid in-office schedule. Employees are generally expected onsite Monday, Tuesday, and Thursday, with options to work remotely on Wednesdays. Remote work on Fridays depends on job responsibilities and team coordination. Occasional weekend or holiday coverage may be required.

Key Responsibilities

• Deliver support to English and German-speaking customers, necessitating fluent oral and written skills in both languages.
• Acquire thorough knowledge of Asana’s platform, maintaining awareness of new features and best practices to develop consultative relationships that help customers transform workflows.
• Handle complex product issues independently, researching and resolving problems while consulting internal or external resources when necessary.
• Manage support cases from start to finish, ensuring prompt follow-ups, clear communication, and full issue resolution while managing a high volume of inquiries efficiently and empathetically.
• Troubleshoot common SaaS platform challenges including authentication protocols (SAML, SSO), browser-related issues, user access, and workflow troubleshooting.
• Serve as a primary escalation contact for urgent issues, demonstrating expertise in de-escalation and resolution techniques.
• Proactively lead customer calls to expedite resolutions of complex cases.
• Act as an intermediary between customers and the product team by escalating bugs, gathering feedback, and aiding in the development of support documentation.
• Identify recurring case trends, presenting data-driven recommendations for product and process improvements to leadership.
• Mentor junior team members to strengthen overall team capability and knowledge sharing.
• Lead small projects and contribute to the enhancement of team processes, tools, and documentation, including participating in internal initiatives aligned with business goals.
• Maintain performance standards concerning metrics like resolution timeframes and customer satisfaction scores.

Candidate Profile

• Three to six years experience in a technical customer support role within SaaS or technology environments, preferably involving live customer interaction via video or phone.
• Empathetic, inquisitive, and dedicated to ensuring customers feel understood and supported throughout their interaction.
• Strong critical thinking and problem-solving skills, with the capability to simplify complex challenges into manageable steps; solid technical acumen.
• Excellent communication skills in English and German, able to convey complex information clearly and proactively across all levels of an organization.
• Proficient in diagnosing SaaS-related issues, including authentication mechanisms (SSO, SAML), browser behaviors (extensions, caching), and user access complications.
• Familiarity and enthusiasm for AI tools and prompt-based interfaces to enhance support efficiency.
• Adaptable and comfortable working in ambiguous scenarios, offering consultative support to customers.
• Eager to learn and develop new technical and interpersonal skills to deliver optimal solutions.
• Experience with Asana or comparable work management software; technical support expertise in API integration and workflow troubleshooting considered advantageous.

Compensation and Benefits

The salary for this position ranges approximately between €57,000 and €63,000 annually, with the final package reflecting experience, qualifications, and market conditions as objectively evaluated during hiring.

Comprehensive benefits include mental health support, wellness programs, career coaching, inclusive family-related benefits, retirement savings plans, and diverse in-office dining options.

Additional Information

Asana practices equity and inclusivity, offering equal employment opportunities irrespective of race, gender, age, disability, veteran status, sexual orientation, or any legally protected category. The company fosters a collaborative environment, promoting AI and human partnerships to accelerate goal achievement worldwide.