Full-Time Product Support Specialist I

Job Title: Product Support Specialist I - Remote (FE)

Job Description: You’ll join our Field Services team supporting field service professionals globally. We master the details for smooth, simple business experiences. We seek a dynamic individual to enhance our support team.

As a Product Support Specialist, handle customer inquiries (chat, phone, email), build knowledge of client needs to enhance the Field Services customer experience. Team members provide unparalleled expertise.

Responsibilities:

• Answer routine software usage questions.
• Troubleshoot data/software issues, differentiating data/procedural issues from bugs.
• Provide product training resource information.
• Improve technical documentation and self-service resources using real-life interactions.
• Identify common issues to deflect to automated self-service.
• Maintain a log of customer interactions (emails, calls, chats).
• Escalate system performance issues, data updates, and feature requests to Level III team members.
• Continuously improve product knowledge for optimal customer service and product engagement.
• Represent customer needs to the Field Services team, identifying process improvements and communicating recommendations.
• Support colleagues and assist on special projects.
• Adhere to company and team policies/procedures.
• Meet team and individual goals and metrics.

Skills & Experience:

• 2+ years technical/customer support experience, preferably in tech/SaaS.
• Omni-channel communication proficiency.
• Microsoft Office proficiency.
• QuickBooks and Salesforce experience a plus.
• Professional communication (written & verbal).
• Analytical problem-solving.
• Patience, empathy, positive attitude.
• Tech-savviness, eagerness to learn new tools.
• Accountability for quality results.
• Experience in remote work.
• Ability to work independently and as part of a team.

Location: Fully remote.

Salary: $21.00/hour, possible discretionary bonus.

Values and Perks:

Important: Include "moonshot" in your application.

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