Online Product Support Specialist

We are seeking a Product Support Specialist to become an expert for our online marketing products and provide our customers and internal users with top-notch troubleshooting and training, to be their advocate and to guide our product and development teams to resolve any issues. This role will be the point person for inquiries regarding our products, determine whether concerns are actually product defects, champion improvements requested by users and manage all issues through to completion. The organization will rely heavily upon this role to make sure everything is working smoothly and to resolve any concerns that may occur., * Respond to internal and external customer technical inquires in real-time via phone, email, SMS and/or social media

• Provide direct troubleshooting assistance and be the point person for managing issues raised
• Duplicate issues/problems, and determine the root cause
• Route and escalate technical issues to other members of the organization, as needed
• Capture and track customer issues through ZenDesk and JIRA
• Maintain ownership of technical issues through closure
• Manage issue resolution against identified service level goals
• Proactively supply technical communications to customers as available
• Capture and curate knowledge of technical issue resolutions for re-use, often in tools such as Confluence or Teams Wiki
• Provide training to the organization, where beneficial

To be successful in this role, you should have previous experience supporting technical products, such as website (SaaS) tools, in a support role, have a curious, problem-solving nature, be organized to track issues through to completion, and be able to keep a professional level attitude, even when faced with high pressure or challenging situations. You will become an expert on our platform and processes and need to be able to communicate and collaborate with customers and team members to improve our products/services and resolve issues., * Website/software support or technical software support experience

• Strong relationship building ability
• Professional communication through phone, email, and in person
• Strong listening skills and ability to apply empathy
• Computer skills in Windows and MS office, popular web browsers and the ability to easily learn new applications. Ability to support MacOS customers is a plus.
• Ability to work within a team to initiate solutions and to assist team members in meeting performance goals.
• Adapt and thrive in a fast-paced, changing environment
• Self-motivated to complete assigned tasks and projects on time
• Ability to maintain organization of multiple tasks and projects
• Strong attention to detail
• Ability to maintain professional communication during all client interactions
• Perpetual learner

Location: Remote (Near Orange County, CA Preferred to support training and brainstorming)