Product Specialist

MUST BE COMFORTABLE WITH ROTATIONAL SHIFTS, INCLUDING NIGHT SHIFT.

About SpotDraft

SpotDraft is the fastest-growing, end-to-end contract-automation platform for new-age companies. Some of the world’s most innovative companies use SpotDraft to manage the backbone of their businesses - contracts. SpotDraft is backed by a marquee set of investors such as Premji Invest, Prosus Ventures and Arkam Ventures. 

Contracts are the most important unsolved problem in modern business. 100% of all money that enters a business or leaves a business is because someone signed a contract. However, the contracting process at most companies is slow, opaque, and riddled with inefficiencies. Legal Teams at most of these companies are often buried with mountains of mundane work and their business counterparts are often frustrated with slow turnaround times and lack of visibility. SpotDraft aims to solve this massive globally applicable problem.

We’re currently actively expanding our footprint in India, USA, Canada, UK & Singapore. SpotDraft is used by big brands such as HDFC and Nomura, as well as fast-growing global startups like PhonePe, Notion, OnDeck, UnAcademy, Cred, Whatfix, Chargebee, MPL, and many more. On average, SpotDraft saves in-house legal counsels 10 hours per week and helps close deals 25% faster.

About the role

Our fast-growing Customer Success team is looking forward to onboarding passionate technology enthusiasts to work with SpotDraft customers in identifying, resolving, and preventing product issues while using SpotDraft, your primary goal is to work with SpotDraft customers in identifying, resolving, and preventing product issues while using SpotDraft.

Role & Responsibilities:

• Responsible for providing L1/L2 technical enablement to SpotDraft’s customers/partners for any product issues
• Ensure that the customer issues are managed within target Service Level Agreements (SLA) and all the incoming technical and product inquiries are responded to, in a timely, professional and effective manner.
• Coach and advise global customers in the effective use of SpotDraft’s offerings and provide guidance for complex technical issues
• Participate in solution development and create resources on SpotDraft’s knowledge base for easy access
• Report common user issues, suggest product improvements and convey important product feedback
• Formulate action plans (technical and operational) for analyzing and resolving reported product issues
• Stay updated on all product features- current, new & in the pipeline. Work closely with the Product Team.

Qualifications & Skills:

• Comes with 1+ years of prior experience as a Support Specialist in SaaS-based applications
• Experience in using Developer Tools for troubleshooting network-level logs
• Basic understanding of HTTP errors
• Good understanding of software applications, especially web-based applications and related technology
•  Experience and willing to work in a 24/7 support environment
• Deep desire to understand the inner workings of the product
• Tech Savvy - able to translate customer problems into a set of reproducible steps that can be shared with the Product & Engineering team
• That desire to ensure a customer’s problems are resolved as soon as possible.
• Demonstrates impeccable communication and interpersonal skills, and the confidence to work directly with senior executives from large enterprise companies

Why SpotDraft?

• When you join SpotDraft, you will be joining an ambitious team that is passionate about creating a globally recognized SaaS company & brand.
• We set each other up for success and encourage everyone in the team to play an active role in building the company.
• It is possibly the best time to join. The team is lean and still growing. There are endless opportunities to show immediate impact, build processes from scratch, and do things you’ve not done before.
• Building and selling to an international audience - is always a great experience to have!
• Amazing teammates, great work culture & flat hierarchy.

Perks:

• Medical + Accident insurance for employees & their families
• Professional development allowance (to get certified, do online courses related to your domain, publish articles in international journals, represent us in conferences, etc)
• Flexible leave policy