Product Support Associate

About Howl

Launched in 2022, Howl is a creator-first social commerce platform, democratizing the creator economy by empowering diverse creators to increase revenue with their easy to use and transparent proprietary platform. By changing the way creators and brands connect, Howl is opening doors for often overlooked entrepreneurs to succeed.  No other platform is as community driven, encouraging brands and creators to connect.

Creators on Howl don’t gate-keep on what’s working for them.  With financial incentives that encourage their best partners to proactively share insights and rewards with other creators, one creator’s success becomes many. Since inception, Howl has paid over $100M to creators.

About the Role

We are seeking an enthusiastic and experienced, customer-focused problem-solver Product Support Representative to join our Social Commerce Marketplace.  You will provide initial contact and screening of all inbound technical support interactions relating to our platform with end users both internal and external. Solving issues, refining support processes and delivering world class end user support in a fast-paced environment.

You’re Excited About This Opportunity Because You Will:

• Serve as the Tier 1 point of contact to our end users concerns or questions, and demonstrate a sincere desire for a quality end suer experience
• Obtain and examine all relevant information to assess validity of problems and to determine possible causes
• Run playbooks,utilize troubleshooting techniques and exercise technical skills to investigate and solve reported issues
• Open and update tickets in the customer service platform, documenting actions taken and outcomes
• Collaborate with other departments in the organization on the investigation and documentation of reported issues and repeatable solutions
• Provide first contact resolution whenever possible and escalate support tickets to higher support tiers as necessary

The Experience You’ll Bring

• 2+ years' experience in software support or customer service roles
• Outstanding (written and verbal) communication skills
• Demonstrated ability to successfully 'think on your feet' - to analyze information received and quickly process it to determine what would be the appropriate next step in terms of additional information needed, appropriate resolution, or referral as beyond scope
• Technical adaptability; should have the ability to learn new software, systems, etc. easily
• Comfortable using reporting tools, platform administration functionality, logs and other investigative resources to identify and address issues
• Ability to incorporate technical knowledge, customer requirements, policy guidelines and situational information to resolve customer issues
• You have experience with software troubleshooting abilities
• You know how to modify your communication style to meet end user needs and tone
• You are a US based resident or citizen

The rate for this role is $60-$65/hr

At Howl, we offer a competitive compensation package inclusive of base salary, incentive pay and stock options. Incentive awards are allocated based on individual performance. Certain roles also have the opportunity to earn sales incentives based on revenue, depending on the terms of the plan and the employee’s role.

Howl is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or veteran status.