Product Support Specialist I

About the role

Join our team in our Field Services vertical, providing support and expertise to field service professionals across the world. This is a remote position available to candidates located in the U.S., excluding Hawaii and Alaska.

Responsibilities

• 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 to determine if a data or procedural issue exists versus a software bug
• 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. This includes all support email interactions, phone calls, chats, and any other pertinent information.
• 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 and provide the best possible customer service to increase customer satisfaction and product engagement
• Be a voice of the customer to the Field Services team; reflect on your knowledge of common customer needs to identify opportunities for process improvements and effectively communicate findings / recommendations to teammates to improve the overall customer experience
• Support and encourage your colleagues in any way possible
• Assist on special projects and any other tasks as necessary
• Adhere to company and team policies and procedures
• Maintain established team and individual goals and metrics as required

Qualifications

• Minimum of 2 years related experience providing technical and customer support preferably in the technology/SaaS industry utilizing omni-channel communication
• Proficiency with Microsoft Office products
• Previous experience with QuickBooks and Salesforce is a plus
• Professional etiquette with effective written and verbal communications skills
• An analytical and data-oriented approach to problem-solving
• Patience, empathy, and a positive attitude with a desire to help our customers
• You are tech-savvy and enjoy learning and over time mastering new tools and systems
• You strive to do your best, deliver quality results, and take accountability
• You know how to deliver a great customer experience
• You have the flexibility and availability needed to work potential different schedules
• You have previous experience working in a remote position
• You can work independently and as a member of a team, balance multiple responsibilities simultaneously, and demonstrate exceptional time and calendar management skills