Product Support Specialist

Role Description

As a Product Support Specialist, you will be providing exceptional customer service to our clients by providing technical support and answering complex questions on the function and usage of our product via telephone and or internet. This dynamic role addresses, documents, and resolves client issues while adhering to service level agreements to move the product forward.

Responsibilities

• Provides product and technical support to customers, answering complex questions on function and usage of product via the telephone and/or Internet.
• Serves as primary liaison between company and client.
• Congveys customer feedback to product development staff.
• Possesses thorough knowledge of company’s products used by customers.
• Operates under moderate supervision.
• Resolves clients' questions or problems over the telephone or Internet in the areas of system configurations/setup, product functionality and bugs/enhancements.
• Keeps customer informed of how and when issues are resolved.
• Involves in any additional follow up, testing and troubleshooting.
• Responsible for appropriate referral to other departments and quality assurance areas.
• Promotes and maintains a high quality, professional, service-oriented company image among users.
• Ensures scheduled jobs complete successfully and troubleshoots as needed.
• Participates in the application development review process and performs QA testing to ensure successful implementation of application changes and enhanced functionality.

Qualifications

• Excellent general technical skills for troubleshooting software issues, networking issues, database issues, web issues, and related
• A bachelor’s degree is preferred, but not required.
• 3+ years’ software-related support experience is preferred, but not required.
• 3+ years’ experience working with customers is preferred, but not required.
• Candidates for this position should be familiar with SQL, experience with relational databases, Windows Operating Systems and web applications.
• Basic knowledge of Legal environments, not required, but are a plus.
• Able to resolve general product problems via telephone or email support.
• Excellent writing, editing, interpersonal and communications skills.
• Proficient PC skills used, as required, for testing, troubleshooting, call logging, product configuration.
• Good problem-solving abilities and logic skills.
• Professional appearance and presentation required.
• Experience with Salesforce or comparable support ticketing system is a plus.