2022 Product Support Internship null

Overview

Rockeltane is one of the most exciting and fast-growing SaaS startups in the customer onboarding category and has raised $21M in capital from global VCs such as 8VC, Nexus Venture Partners, Matrix Partners India, and super angels like Gokul Rajaram and Girish Mathrubootham.

Within 6 months of product launch, the Company has been recognized as a Leader in the G2 Category of Customer Onboarding due to the rapid early traction and customer love it has garnered globally from the likes of LinkSquares, AppCues, ContractPodAI, Chargebee, parcelLab, etc.

With a mission to deliver chaos-free, consistent, accelerated, and delightful customer journeys through its purpose-built software; the company was founded in April 2020 by second-time entrepreneur trio - Srikrishnan, Vignesh, and Deepak. Previously, the trio built a successful in-app messaging startup that was acquired by Freshworks (NASDAQ: FRSH) in 2015.

Rocketlane stood at  #1 Product of the day on Product Hunt immediately on its product launch in June 2021 and is now building a global and diverse workplace to empower passionate problem-solvers to innovate, collaborate, do their best work, and see the next phase of hyper-growth together!

What’s the opportunity?

Product Support is the first line of contact for customers experiencing issues with adoption, integration configuration, operation, and management of Rocketlane solutions. They are, in many ways, the post-sale “face of Rocketlane” and are passionate problem-solvers.

The ability to visualize problems is key to being successful in this role along with excellent analytical and troubleshooting skills. You will be responsible for diagnosis and analysis of customer issues, ensure the best customer experience and you’ll be expected to bring first-level detailed diagnosis from Support into Product/Engineering.

What will I be doing?

• Receive and triage incoming cases (email, phone, and web)
• Provide product support to clients related to technical and operational aspects of the products, including troubleshooting, system updates, support case acknowledgments, provisioning activities, etc.
• Collaborate and communicate/escalate issues with other Product Support team members.
• Deliver a consistent, responsive, and satisfying customer experience at each touchpoint
• Be responsible for the collation of key metrics/data points to enable reporting and analysis of customer satisfaction
• Train customers in software platform basics and provide progressive guidance throughout the implementation and go-live process.

What skills and experience do I need?

• Degree in a technology-related program or equivalent experience in a Product Support role
• Ability to identify and clarify problems, set goals, and able to resolve issues
• Ability to effectively multi-task
• Strong verbal and written communications skills
• Customer-first mentality and enthusiasm to build customer loyalty
• Excellent organizational skills and must be detail-oriented
• Excellent customer service and interpersonal skills

What’s in it for me?

• Great Opportunity: Rocketlane genuinely cares about everyone we hire. You’ll learn new things and grow no matter how experienced you are while working with founders with more than 3 decades of collective experience in building significant B2B SaaS startups. 
• Great Team: Work with a world-class, high-velocity team that truly embodies the values of empathy, curiosity, and customer-centricity. 
• Great Culture: An open, fun, and exciting start-up culture that empowers its people to champion big problems with the freedom to think and innovate.
• Growth: You could easily and quickly transition into other sales roles you’d like
• Impact: Be part of building a global, passionate team in a fast-paced, and growth-oriented environment with a work philosophy of being high on ambition, ownership, and a bias for action.
• Monetary rewards and benefits: Competitive salary, Flexible leave policy, comprehensive health insurance for you and your dependents, and more!