Product Support Specialist

About the role

As a Product Support Specialist, you will handle support requests from new and existing customers on a variety of topics. Using your knowledge of products or services and outstanding customer service skills, you will provide front-line customer service via phone, chat, and email for EleVia’s products. This role involves collaborating with customers, product development, and team members to resolve cases. As your knowledge of our product and industry grows, you will contribute to the smooth operation of our customers' businesses.

Responsibilities

• Respond to incoming support requests in a prompt, professional, and helpful manner.
• Clearly document all customer interactions via the Salesforce case tracking system based on current policies and procedures.
• Utilize basic troubleshooting skills, Knowledgebase articles, and fundamental product knowledge to resolve low to moderately complex support tickets.
• Create and review Knowledgebase articles for accuracy based on case issues.
• Schedule and conduct sessions with customers to resolve in-depth issues and gather supplemental information, including screen captures, log files, and error messages.
• Effectively manage and escalate issues with peers and team members for a warm transfer process, ensuring fully documented cases with all background information.
• Attempt to duplicate suspected defects in a VM lab environment.
• Determine if existing issues relate to known defects currently being tracked in the JIRA database.

Requirements

• Accounting/Finance or Computer Science degree and/or equivalent experience.
• Must be able to work 8 AM - 5 PM CST.
• Ability to problem-solve, research, and troubleshoot customer questions.
• Excellent time management and organizational skills.
• Strong listening skills and outstanding communication skills, both oral and written.
• Highly self-motivated with a high level of attention to detail.
• Prior customer service experience.
• Experience working in a team-oriented, collaborative environment.
• Proven analytical and problem-solving abilities.
• Up to 10% travel for company and team events.

Nice to Have Qualifications

• Direct experience with Deltek Vision/Vantagepoint software or similar accounting systems.
• Experience with CRM Case Management platforms such as Salesforce Service Cloud.
• Experience with EleVia.
• AECO (Architecture, Engineering, Construction, and Operations) industry experience.