Product Support Specialist

As a Product Support Specialist at nesto, your primary responsibilities will include performing technical troubleshooting for remote employees, documenting and resolving internal requests, implementing new processes, creating content for the help center, and fulfilling various tasks related to product support. You'll also serve as an important liaison between the engineering and operations teams.

To qualify for the Product Support Specialist role at nesto, you will need 1 to 2 years of professional experience in a similar position, excellent troubleshooting skills, experience with a ticketing system, familiarity with both Apple and Microsoft operating systems, and fluency in English. A detail-oriented mindset and the ability to work in fast-paced environments are also important.

The workplace culture at nesto is centered around diversity, equity, inclusion, and collaboration. As a Product Support Specialist, you'll be part of a supportive team committed to fostering a welcoming environment for all employees. Nesto actively encourages applications from diverse backgrounds, ensuring that creativity and innovation thrive in our dynamic atmosphere.

Nesto offers a competitive benefits package for Product Support Specialists, including exclusive employee mortgage rates, a generous vacation policy with four weeks off per year, comprehensive insurance paid in full by the company, access to telemedicine services from day one, and a health and wellness budget. These benefits reflect our commitment to supporting our team members both personally and professionally.

At nesto, employee development is a priority, especially for the Product Support Specialist role. You will have the opportunity to work closely with experienced engineers and collaborate on diverse tech projects enhancing your skills. Additionally, our commitment to a collaborative learning environment encourages personal and professional growth within our fast-moving organization.

When answering this question, provide specific examples of past experiences where you solved technical issues. Discuss the tools or methods you utilized and how your troubleshooting approach led to successful resolutions, demonstrating your proactive mindset.

Highlight your time management and organizational skills by discussing strategies like using task management software, setting clear priorities, and communicating effectively with your team. Emphasize your ability to stay focused on high-impact tasks while meeting deadlines.

Share your experience with specific ticketing systems you have used in previous roles. Talk about how you efficiently tracked and resolved tickets, prioritized user requests, and maintained clear communication with both clients and team members throughout the process.

Discuss your understanding of Agile principles, such as flexibility and iterative progress. Provide examples of how working in an Agile environment has allowed you to effectively adapt to changing priorities and collaborate with different teams, ultimately leading to better product outcomes.

Mention your skills in adapting your communication style based on your audience. Share specific examples of how you have translated technical jargon into layman’s terms or vice versa, ensuring that both teams understand expectations and project goals.

Discuss your approach to creating clear, user-friendly help center articles. You might mention conducting user research to understand common queries, structuring articles logically, using visuals when necessary, and soliciting feedback for continuous improvement.

Explain your willingness to be on-call for emergencies, showing your commitment to the role. Discuss the steps you would take to assess the situation and escalate it appropriately, while emphasizing the importance of maintaining clear communication throughout the process.

Focus on nesto’s mission and values that resonate with you. Talk about your enthusiasm for being part of a company dedicated to improving the mortgage financing experience, leveraging innovative technology, and fostering a culture of diversity and inclusion.

Share your approach to problem-solving, including how you would research solutions or collaborate with other team members to find answers. Emphasize your commitment to providing users with timely and accurate information, even if it requires further investigation.

Share your opinion on the importance of exceptional communication skills, technical knowledge, and the ability to empathize with users. Discuss why you believe these skills are fundamental in providing effective support and enhancing the overall user experience.