Support - Product Support Specialist

Responsibilities

• Further classifies, understands, documents, and resolves customer support inquiries.
• Provides support, education, and coordination for internal and external users.
• Uses communication standards and techniques to engage with customers, including being lively, engaging, and human.
• Untangles customer issues by seeking to clarify and understand the details.
• Resolves customer issues promptly and specifically, addressing the core issue rather than symptoms.
• Maintains responsibility for customer support tickets until they are resolved.
• Configures and troubleshoots software solutions according to customer specifications, operating processes, industry best practices, and project timelines.
• Provides recommendations to prevent the recurrence of common issues and decreases implementation/support efforts.
• Escalates support issues to development teams as needed.
• Enters and updates support activities, tickets, and knowledgebase articles in ALINE support portals and communication platforms.
• Maintains a working knowledge of relevant functional area best practices and procedures.
• Participates in customer experience/onboarding projects by formatting/preparing/entering data, creating reports, and completing configuration and software/hardware installations.
• Provides phone and email support on weekends and after hours as needed/as scheduled.
• Obtains a high level of understanding in one or more ALINE product verticals.
• Maintains performance metrics such as ticket resolution time and customer satisfaction.
• Maintains a positive and professional demeanor in all customer interactions, representing the company's values and culture effectively.

Qualifications

• A degree in a related field or equivalent experience in customer support/service or technical support/software analysis is required.
• One to two years of experience in customer support/service or technical support/software analysis is preferred.
• Proficiency in troubleshooting complex software issues is required.
• Familiarity with relational databases and SQL fundamentals is required.
• Strong time management skills are required.
• Tenacity in pursuing problem solving and critical thinking is required.
• Adaptability, willingness to learn, and self-motivation are required.
• Proficiency in MS Office products, especially Outlook, PowerPoint, Word, and Excel, is required.
• Empathy, calming presence, and the ability to "read" customers are required.
• Conflict resolution skills are required.