Product Support Specialist I - job 1 of 2

As a Product Support Specialist I at Affirm, your primary responsibilities will involve providing swift support to our merchant partners, assisting with both technical and operational issues. You will use diverse troubleshooting techniques to resolve complex issues, collaborate closely with engineers, manage multiple customer inquiries efficiently, and draw on merchant feedback to help shape future product enhancements.

To apply for the Product Support Specialist I role at Affirm, candidates should possess a Bachelor's degree or equivalent experience and have at least two years in a relevant industry such as Tech or eCommerce. Fluency in both French and English is crucial, alongside strong problem-solving abilities and excellent communication skills.

Affirm provides Product Support Specialists I comprehensive training and resources to excel in their roles. You'll gain insights into the product you support, receive mentorship from experienced team members, and have access to a collaborative environment that encourages sharing knowledge and feedback, ultimately helping you to thrive in your position.

While prior experience with e-commerce platforms such as Shopify or WooCommerce is considered a nice-to-have for the Product Support Specialist I role at Affirm, it is not strictly required. The ability to learn quickly and adapt to technical environments is equally valuable.

The typical career path for a Product Support Specialist I at Affirm may lead to advanced roles within the company, such as Product Support Manager or specialized technical roles. The company fosters growth and provides numerous opportunities for professional development.

When asked about your troubleshooting process, outline your systematic approach to identifying and resolving issues. Discuss how you gather information, identify potential causes, and collaborate with team members, emphasizing your ability to communicate effectively with both technical and non-technical stakeholders.

To effectively prioritize support requests, showcase your ability to assess urgency based on the impact on merchants. Detail your methods for categorizing requests and managing time without compromising the quality of service, illustrating your commitment to both efficiency and empathy.

When dealing with frustrated clients, it’s crucial to demonstrate patience and empathy. Explain your strategy for actively listening to their concerns, acknowledging their feelings, and working toward a resolution while ensuring clear communication throughout the process.

In your response, highlight any direct experience with technical systems, particularly e-commerce platforms. If applicable, describe projects you’ve worked on and how your understanding of these systems has contributed to your success in providing support.

To answer this question, use the STAR method—Situation, Task, Action, Result—to describe a specific scenario. Detail the collaborative strategies you employed, the role each team member played, and the successful outcome of your efforts.

Express your enthusiasm for affirm's mission to reinvent credit, and detail how your personal values align with that mission. Highlight your passion for providing excellent customer service and your desire to contribute to the growth of both Affirm and its merchant partners.

Demonstrate your proactive approach to learning by discussing your strategies for staying informed. This could include reviewing internal documentation, participating in training sessions, reaching out to team members for updates, or engaging with the product team directly.

Provide a comprehensive view of your skills, focusing on both technical expertise and soft skills. Mention your ability to handle technical queries, your communication style, and your passion for customer service, all of which are essential in this role.

Assert the importance of empathy in a Product Support Specialist, emphasizing the need to understand the perspectives of merchants. Explain how this quality enables you to provide exceptional support while building trust with clients.

Present your strategy for handling unknown situations, which could involve acknowledging the question, reassuring the client, and committing to follow up with accurate information. Stress the importance of maintaining clear lines of communication and ensuring client satisfaction.