Product Support Specialist

Company: Carbon, Inc.
Location: Redwood City
Posted on: May 15, 2023

Job Description:

Working at the intersection of hardware, software, and molecular science, we are committed to delivering on the promise of 3D printing, enabling commercial customers to go beyond basic prototyping to 3D manufacturing. Our company is built on the idea that diverse fields of study must come together to solve intractable problems. We have grand ambitions to create technology that will influence industries around the world. You will be joining a diverse team with a vibrant culture, where team success is as important as celebrating individual contributions.Help us change the world and we will help you change yours.The Product Support team ensures that customers love us and our products. We are held accountable to ensure customers are successful and their experience with Carbon is positive. Carbon is looking for a Product Support Specialist to join our talented team in Redwood City, CA. The ideal candidate shall advocate for the customers, following up and managing all technical inquiries. PSSs will be expected to listen carefully, learn quickly, respond promptly, and anticipate customer needs across a broad spectrum of industries. PSSs will also need todelight and support their customers while efficiently balancing all of their customers' needs. Carbon is a dynamic work environment and PSSs will need to be flexible and adapt to a dynamic business with ever-changing needs and priorities.This role will be based in Redwood City and will work primarily with our install base in the US.We are looking for an individual who is a quick learner, passionate about helping customersadopt new technology, and focused on helping our customers be successful with DLS.Responsibilities:--- Build and maintain strong, long-lasting customer relationships--- Take ownership of customer issues, including initial troubleshooting, identification of rootcause, and issue resolution or escalation--- Assist with high-severity requests or issue escalations as needed--- Meet or exceed customer expectations on response quality, timeliness of responses, andoverall customer experience--- Liaise between customers and cross-functional internal teams to ensure timely andsuccessful delivery of our solutions--- Collaborate with the Account Management team to provide insight on accounts from atechnical perspective--- Excellent listening and presentation skills--- A tech-savvy individual with the ability to quickly and effectively learn DLS technology aswell as complex hardware, software, and materials conceptsRequirements:--- Excellent customer-facing/interpersonal skills; profoundly customer-focused--- Excellent problem-solving skills--- Experience in delivering customer-focused solutions based on customer needs--- Ability to manage multiple projects at a time while paying strict attention to detail--- Excellent verbal and written communications skills, including working with customersin-person, over the phone, and through email--- A tech-savvy individual with the ability to quickly and effectively learn DLS technology--- Works well in a team to help customers be successful--- Ability to be flexible with a dynamic, growing companyPreferred Skills:--- BS in Engineering or other relevant technical background or experience--- 2+ years experience in a technical service or customer success role--- Experience with DLP, SLA, or FDM 3D printing technologies--- Experience working in a small company--- Language skills preferred - Spanish, German, or Mandarin$65,000 - $97,000 a yearAt Carbon, we look at the person holistically and carefully consider a wide range of factors when determining compensation. The pay range for this position is $31.25 - $46.63 per hour. Your actual salary will be based on your experience, work location, certifications and the unique skills you bring to the role. If you are not based in our Redwood City office, the range above will be adjusted for the geographical differential associated with your actual work location.Carbon also offers to our eligible employees a comprehensive total rewards package that includes equity, benefits, and time off programs.For more information on how we modify your pay based on your location, please refer to our . For details on our total rewards package, visit .By clicking the "APPLY FOR THIS JOB" button and submitting your job application, you agree you have reviewed the complete , which explains the categories of personal information we collect about you, the purposes for which the categories of personal information shall be used and your rights with respect to our use of such personal Information.

Keywords: Carbon, Inc., Redwood City , Product Support Specialist, Other , Redwood City, California