Product Support Specialist

Job Description

We are in search of a dedicated Product Support Specialist to join our team. This role is vital for providing technical assistance and resolving product-related issues for our clients. Your input will directly influence product improvement through collaboration with product development. If you possess strong analytical skills and a commitment to customer satisfaction, we encourage you to apply.

Responsibilities

• Deliver first-class technical support to our customers, ensuring prompt resolution of inquiries.
• Troubleshoot and document software and hardware issues.
• Work with cross-functional teams to streamline support processes.
• Maintain and update technical documentation for user assistance.
• Train customers on product features and functionalities.
• Evaluate existing support practices and recommend improvements.
• Gather detailed customer feedback to inform product enhancements.
• Engage in software testing to ensure functionality aligns with user expectations.
• Assist in onboarding new technical support staff.
• Contribute to the continuous improvement of the support team’s workflow and efficiency.

Requirements

Education

• Bachelor's degree in Computer Science, Information Technology or related field

Experience

• Minimum of 2 years of experience in a technical support role.

Technical Skills

• Software Troubleshooting
• CRM Software

Soft Skills

• Analytical Skills
• Interpersonal Skills

Certifications

• CompTIA A+ Certification
• ITIL Foundations Certificate

Languages

• English: Fluent

Advantageous

• Familiarity with Agile Methodology: Experience in Agile development environments.
• Experience in Coordinating Product Testing: Experience assisting with product testing and quality assurance.

Benefits

• Comprehensive health, dental, and vision insurance.
• 401(k) plan with generous company match.
• Flexible work hours with remote options available.
• Employee wellness programs and training opportunities.

Company Culture

• Professional Growth: Providing continuous learning and development opportunities for all employees.
• Respect and Integrity: Promoting a culture of respect and integrity in every interaction.
• Customer-Centric Mindset: Strengthening our commitment to delivering exceptional customer service.