Product Specialist - L1

Job Description

Growfin is a fast-growing SaaS company that provides financial management solutions to the finance audience, including Controllers, VP of Finance, CFO. Our platform offers features such as financial reporting, collections, cash application & cashflow forecasting, designed to streamline financial operations and drive efficiency in cash flow cycles. Our mission is to help finance teams optimize their performance and achieve their goals with an innovative, user-friendly platform. We're proud of our collaborative and dynamic culture, and we're looking for a motivated and ambitious individual to join our team. As a Product Specialist , you will be the first point of contact for customers, addressing product-related queries and troubleshooting technical issues. In addition to providing L1 support, you will handle bug analysis, work closely with engineering teams, and manage a designated region of customers. This role requires strong problem-solving skills, attention to detail, and the ability to work across rotational shifts to support global customers. Key Responsibilities Provide L1 support by responding to customer queries via email, chat, and tickets. Analyze reported issues, replicate bugs, and escalate to engineering when necessary. Conduct bug analysis to identify patterns and contribute to product improvements. Own and manage support operations for an assigned customer region , ensuring high service quality. Maintain high customer satisfaction by ensuring timely and effective resolutions. Work closely with the product and engineering teams to provide feedback and improve the support process. Document resolutions and contribute to an internal knowledge base . Track and ensure adherence to SLAs for response and resolution times. Required Qualifications Bachelor’s degree in Engineering, Computer Science, or a related field. 1-3 years of experience in a customer support or technical support role. Strong analytical and problem-solving skills. Excellent communication skills (verbal and written). Ability to multitask and work in a fast-paced environment . Preferred Qualifications Prior experience in a SaaS support environment . Understanding of APIs, SQL, or basic debugging tools . Familiarity with support platforms like Zendesk, Freshdesk, or Intercom . Work Environment Location : On-site (Growfin office) Shifts : Rotational Performance Metrics Adherence to response and resolution SLAs . Customer Satisfaction (CSAT) scores . Ticket resolution efficiency and accuracy ." Show more Show less