Full-Time Product Support Specialist

As a Product Support Specialist, you will handle customer inquiries related to our software product(s) via chat, phone, and email. You will build upon your in-depth knowledge of client needs to identify opportunities to enhance the overall Field Services’ customer experience.

• Answer routine questions on how to best use the software for our customer’s business needs
• Troubleshoot any data or software issues related to the core system features of our product.
• Provide information on available product training resources
• Leverage real-life interactions to improve technical documentation and self-service resources
• Identify common questions/issues that can be solved through deflection to an automated self-service portal and/or help center
• Enter and maintain a log of all customers interactions and issues.
• Submit system performance issues, data updates, and feature requests to Level III team members for escalation
• Continuously improve your knowledge of the product to optimize the collective team knowledge
• Be a voice of the customer to the Field Services team
• Assist on special projects and any other tasks as necessary
• Adhere to company and team policies and procedures

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