Technical Support - Product Support Specialist

September 22

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Description

• Customer Support Specialists are responsible for an incredible customer experience, serving as a partner, consultant, and advisor to our client community of technology and services professionals. • Work with technology companies, offering top-notch customer support and creating long term customer relationships. • Helps real people solve real business problems and care about people as much as they do getting work done. • Respond to and resolve customer queries through all support channels (including email, chat, phone). • Drive timely incident resolutions while collaborating with a local team of specialists and a global team of product and engineering professionals. • Own the front-line technical support process, triaging cases and classifying them by priority. • Provide support and relationship management to customers by answering product questions, delivering end-user support and training, and conducting systems troubleshooting. • Facilitate product feedback sessions with clients by prescribing solutions to the core business problem.

Requirements

• Bachelor’s Degree required. • 1+ years of experience in customer service, client operations, or directly related experience. • Prior experience or familiarity with a support case or ticketing system, such as Salesforce Service Cloud. • Prior experience of using and testing APIs, as well as providing customer support on integrations. • Basic knowledge of HTML, CSS, and JavaScript experience using browser developer tools to diagnose issues and conduct investigations with a client’s configuration and implementation of our solutions. • Prior experience within a software-as-a-service (SaaS) environment is a plus. • Knowledge of SQL and relational databases in general is a plus.