Soma Capital Portfolio Jobs

Product Support Specialist



Product, Customer Service
manizales, caldas, colombia
Posted on Friday, July 5, 2024
Nanonets has a vision to help computers see the world starting with reading and understanding documents. Machine Learning (ML) is no longer a futuristic concept—it's a present-day powerhouse transforming the business landscape.From automating data extraction processes to enhancing reconciliation, our solutions are designed to revolutionize workflows, optimize operations, and unlock untapped potential for our clients. Our client footprint spans across brands such as Toyota, Boston Scientific, and Entergy to name a few enabling businesses across a myriad of industries to unlock the potential of their visual and textual data.

We recently announced a series B round of $29 million in funding by Accel and are backed by the likes of existing investors including Elevation Capital & YCombinator. This infusion of capital underscores our commitment to driving innovation and expanding our reach in delivering cutting-edge AI solutions to businesses worldwide.

We’re on a mission to hire the very best and are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity.

(Please note this is a 6 day work-week role supporting PST zones.)

What we’re looking for -1-6 years of experience in a technical support role, ideally within a SaaS environment.You are proficient in English (spoken, written, and reading) with strong written and verbal communication skills.Proficiency with Zendesk, Intercom, or similar ticketing systems.A customer-centric approach, with a knack for empathetic and effective communication.Excellent problem-solving skills, comfortable navigating ambiguity in a fast-paced setting.Strong written and verbal communication skills, capable of simplifying complex issues for a diverse audience.Experience or a strong interest in SaaS products, design, startups, and their user communities.A commitment to continuous improvement, always looking for ways to optimize processes and solutions.

What you’ll do -Taking ownership of customer problems and seeing them through to a resolution. Research, Triage and identify solutions to resolve them.Acting as an advanced support tier, tackling complex, product or production-related issues faced by users, especially catering to our customer base in the US & EMEA during their business hours.Becoming an Expert on Nanonets AI product, who can expertly navigate and resolve user inquiries ensuring their success with our platform.Bridging the gap between our users and internal teams, providing crucial & timely insights to Product, escalating significant bugs to Engineering, and identifying potential churn risks to Sales.Contributing to FAQ’s and Knowledge bases ( and Delivering exceptional support through email adopting a customer-first mindset in all interactions.