Product Support Specialist 1

Job Description

About the Role Houzz is looking for talented Product Support Specialists to join our team. As a Product Support Specialist Level I, you will be part of a team that provides exceptional customer service for Houzz professionals from across the U.S. and Canada. Your job is to field basic inbound messages and calls from accounts enrolled in our Ivy Legacy, Starter, Essential or Ultimate programs. During these calls or cases, you will be responsible to assist with basic questions related to a professional’s software solution. You will also field questions about their account, and pass on to the right team when appropriate. The ideal candidate has a pleasant, business-oriented personality, is a hard worker and very tech-savvy. You must be relationship oriented and put a high value on customer service. You thrive in a fun and competitive, yet team-oriented environment.

What You’ll Do

• Respond to Houzz clients in the inbound queue and phone line as part of a pooled support team, while providing superior customer service, contribute to a positive work environment, and embody the Houzz culture
• Answer basic 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 requests
• Foster program value and advance a positive program experience
• Meet minimum quantitative and qualitative account improvement objectives
• Escalate client cases to appropriate contacts as required; including but not limited to Product Support Specialists (Level II), Product Support Lead, and QuickBooks Online Experts
• Refer our professionals to our Growth and AE Free Trial Upsell teams to encourage our professionals to upgrade their services
• Ad Hoc responsibilities as required

At a Minimum, We’d Like You to Have

• At least 6 months to 2 years of technical support experience
• Customer Service Experience
• Focus on engaging our professionals in the software to ensure adoption and retention

Ideally, You’ll Also Have

• Tech-savviness - able to cogently conduct presentations virtually using assorted platforms and troubleshoot when complications arise
• Organizational Skills - able to work efficiently through a high volume of requests in a fast-paced environment
• Tenacity to exceed monthly objectives
• Excellent written and verbal communication skills
• Team-oriented mindset
• High achievement in previous role
• Excellent references from managers to whom you have reported to
• Ability to work effectively in a fast-paced environment
• Detail and task-oriented

Compensation, Benefits and Perks This role offers an hourly base pay rate. For California, Washington, and Oregon, the base pay rate is $22.83 per hour, and for all other locations, the base pay rate is $20.55 per hour . We also offer competitive benefits that support you and your family as part of your total rewards package at Houzz. Benefits and perks include: Paid Time Off (PTO) Home internet stipend Medical, dental, and vision benefits Maternity/paternity leave program Employee Assistance Program (EAP) Professional Development Reimbursement Program 401(k) retirement savings plans (Pre-Tax and Roth) Flexible Spending Accounts (FSA) - Medical & Dependent Care Health Savings Account (HSA) with company contribution Healthy at Houzz program Houzz is an Equal Employment Opportunity employer. When applying for a role at Houzz, we guarantee your application will be considered regardless of your sex; race; color; gender; national origin; height or weight; ancestry; physical or mental disability; medical condition; genetic information; marital status; registered domestic partner status; age; sexual orientation; military and veteran status; or any other basis protected by federal, state or local law or ordinance or regulation. We embrace and celebrate the value that diversity brings to an organization. Diverse backgrounds and different points of view help Houzz provide the best experience for our community. Houzz is committed to fostering an inclusive environment through projects and initiatives, such as employee resource groups, that support Houzzers’ efforts to be themselves and share their lives at work. If you would like assistance or an accommodation due to a disability, please email us at [email protected]. This information will be treated as confidential and used only for determining an appropriate accommodation for the interview process. Houzz is an Equal Opportunity Employer. M/F/Disability/Veterans __________________ Be Who You Are and Do What You Love at Houzz About Houzz When founders Adi and Alon remodeled their home, they were frustrated by the lack of resources and inspiration to help them articulate a vision and select the right pro to make it a reality. So they built Houzz. Houzz is now the leading platform for home remodeling and design, providing an all-in-one software solution for industry professionals and tools for homeowners to update their homes from start to finish. Using Houzz, people can find ideas and inspiration, hire professionals, and shop for products. Houzz Pro ( houzz.com/pro ) provides home industry professionals with a business management and marketing SaaS solution that helps them to win projects, collaborate with clients and teams, and run their business efficiently and profitably. Our Mission and Core Values We're proud to say there's no one quite like us. Houzz is a community-centric, innovative tech company that continues to disrupt the home renovation and design industry. Our mission-driven culture is rooted in our core values, and we’re all here for one purpose: make the home remodeling and design process more fun and productive for everyone. Our Mission To create the best experience for home renovation and design. Our Core Values We’re a Community We put our community of Houzzers, industry professionals and homeowners first. We approach our work with care, humility and respect. We deliver value to our community through our products and services. We Build the Future We are visionaries who challenge the status quo. We are creative, innovative and curious. We embrace change and different ideas to drive our industry forward. We Make Things Happen We are solution-seekers and self-starters. We listen, move fast and empower our teams to deliver extraordinary results and products. We play to win. By applying for a job with us, you acknowledge and agree to the terms of our Job Applicant Privacy Notice . #LI-Remote Apply for this job