Senior Product Support Specialist

March 19

🤠 Texas – Remote

Although this job is listed in Texas, this company may be open to hiring remote in other states.

💵 $80k - $100k / year

⏰ Full Time

🟠 Senior

💝 Customer Support

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Message Broadcast

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Message Broadcast is a company that innovates intelligent engagement solutions to drive meaningful and measurable business outcomes for the world's most admired brands. They enhance customer loyalty, revenue, and influence desired behaviors by reducing customer effort through automated conversational journeys. Message Broadcast provides omnichannel communication solutions, enabling organizations to engage with their customers across various channels such as SMS, email, voice, and more. Their technology includes APIs, application layers, and microservices, designed to reduce operational costs and increase efficiency. With a focus on customer engagement, call center deflection, emergency communications, and more, Message Broadcast serves industries like utilities, finance, healthcare, insurance, retail, and telecommunications.

Inbound • Outbound • SMS • Text • Voice

201 - 500 employees

📡 Telecommunications

💸 Finance

📋 Description

• Location: Houston, TX - remote • As a Sr. Product Support Specialist, you will serve as a trusted advisor and primary support contact for select Premier customers. • You will work on troubleshooting the cases raised by these customers, monitor and execute white-glove services for them, ensuring smooth execution of critical tasks related to customer notifications and alerts. • You will coordinate with the Cloud Operations (Cloud Ops) team for execution, troubleshoot delayed processing, and work closely with engineering teams to resolve issues that impact customers. • You will be an advocate for these customers within Message Broadcast and work closely with CSMs and AMs of those accounts. • You will collaborate with CSMs and participate in QBRs. • This role requires a strong technical aptitude, exceptional problem-solving skills, and a customer-first mindset to ensure timely and seamless execution. • This role involves travelling on customer visits at least on a quarterly basis. • Since this task is often performed during extreme weather events and urgent situations, you should be ready to work long hours when necessary, taking full ownership of the process from end to end, including communication with customers and internal teams.

🎯 Requirements

• 5+ years of experience in a customer-facing support role, including at least 1+ years of experience in a similar role • Strong problem-solving skills with the ability to troubleshoot delays and escalate efficiently • Experience in managing customer files, coordinating execution, and troubleshooting processing issues • Ability to coordinate across multiple departments, including Cloud Ops and Engineering teams • Comfortable reviewing and troubleshooting Javascript or Node.js code when required is a plus • Excellent communication skills, both verbal and written, with a strong focus on customer service • Ability to work under high-pressure situations, especially during extreme weather events • Strong interpersonal skills to establish and maintain effective relationships within the organization • Customer-focused mindset with a dedication to delivering value and satisfaction • Team player who fosters collaboration and contributes to a positive work environment • Self-starter and able to work with minimal supervision • Results-driven with good balance of relationship and task orientation • Systems thinker, purposeful and decisive • Communicates with authenticity, courage, and composure

🏖️ Benefits

• Fully covered Medical, Dental, and Vision coverage for employees • Cost share for dependents • 401(K) plan with company match • Flexible PTO policy • 9 paid holidays