Houzz

Product Support Specialist I

Houzz

full-time

Posted on:

Location Type: Remote

Location: United States

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Job Level

Junior

About the role

  • Quickly respond to Houzz professionals via our inbound phone line or case rotation as a member of our pooled support team, while providing superior customer service
  • Support all other teams in the Industry Solutions channel to ensure we are providing the best service possible to reduce churn and increase software engagement
  • Contribute to a positive work environment and embody the Houzz culture
  • Answer software questions on program performance and functionality
  • First line of defense for Houzz Pro membership questions, including cancellations, upgrades, renewals, and more - successfully work with our Client Retention Specialist team to help resolve subscription cancellation, downgrade, or refund requests
  • Handle cancellations for professionals in their free trial, free trial grace period, and homeowner accounts among other scenarios
  • Foster program value and advance a positive program experience
  • Maintain KPIs for cases solved per day per rep, case solve time, QA, phone SLA, phone utilization, CSAT, engagement, and held upsell referrals
  • Correctly escalate cases to appropriate Houzz teams as required; including but not limited to Product Support Specialists II, QuickBooks Online Experts, Client Retention Specialists, Client Onboarding Specialists, Client Success Managers, Website Designers, and Account Executives
  • Refer professionals to our Growth and Upsell teams to upgrade their services
  • Train professionals on the software through Zoom meetings to help them deeply engage
  • Work with Ultimate pros assigned to our team to uncover Houzz profile and marketing areas of improvement, assist with questions about leads and help manage their subscription
  • Proactively engage all levels of pros in the software, identify learning opportunities, and follow up each interaction with specific homework for the pro based on the criteria to get the pro entrenched in the software
  • Attend continued software training sessions with the team or the larger industry solutions channel
  • Ad Hoc responsibilities as required

Requirements

  • At least 6 months to 2 years of technical and/or subscription-based support experience
  • Customer service experience
  • Focus on engaging our professionals in the software to ensure adoption and retention
  • Strong written and verbal communication skills
  • Strong listening skills - can easily identify customer pain points and resolve questions/concerns with ease
Benefits
  • Houzz is an Equal Employment Opportunity employer
  • Inclusive environment through projects and initiatives
  • Support for Houzzers’ efforts to be themselves and share their lives at work
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
technical supportsubscription-based supportsoftware trainingcase managementcustomer engagementKPI managementproblem resolution
Soft Skills
customer servicecommunicationlisteningteam collaborationpositive work environmentproactive engagement