Product Support Associate

Job Overview

NOTE: We are aiming for a December or January start date.

Liine is a fast-growing software startup based in downtown Raleigh, NC. Our AI-powered call tracking, marketing analytics and ad optimization platform helps specialty healthcare and dental practices convert more new patient inquiries into appointments. With over $8M in ARR and a 5-star Glassdoor rating, we are on our way to making Liine a core component of every healthcare practice's technology stack.

The core responsibility is to triage, resolve, and document issues found by Liine users both internal and external. This includes managing expansion projects within existing Liine customer accounts. With a masterful understanding of our product and how it works, the Support Associate is the bridge between our customers and our internal teams. In addition, they will support our implementation team in the technical setup of accounts as well as our customer success team in driving product adoption.

Responsibilities

• Interface with customers via chat, email, and the phone to help educate users on how our product works and how to use it properly
• Create support resources that drive engagement and proactively address common issues faced by our users
• Document, triage, and resolve technical issues as they are discovered either by our customers or internally
• Work directly with the dev team on escalated cases, helping test and document issues impacting our users
• Support our implementation team in the technical setup of customer data capture and workflow
• Work with the broader Operations and Customer Success team on infrastructure that reduces support time and improves user experience

Qualifications

• 1 to 5 years of experience in project management, consulting, implementation, marketing management, technical support, customer success, technical account management or technical sales ( high achieving recent-grads may be considered )
• Passion for problem-solving
• Excellent coachability
• Ability to explain technical concepts to non-technical customers
• Strong attention to detail
• Desire to work in a fast-paced team-oriented environment

Additional Information