Product Support Specialist

• Respond to customer requests for support via email, phone, or website.
• Provide timely follow-up to customers.
• Provide thorough and complete case notes and documentation of customer issues.
• Stay current on evolving product functionality and new releases.

Support may also include:

• Assisting customers with understanding product functionality via phone and email
• Diagnosing software issues by reviewing software setups and configuration, system settings, data, etc.
• Deliver excellent customer service by addressing inquiries and resolving issues promptly and professionally.
• Troubleshooting application errors including thoroughly documenting what process they were using when they encountered the error, researching possible causes, and reviewing likely contributors.
• Upsell products and services to customers based on their needs and preferences.
• Perform data entry tasks accurately and efficiently to assist customer needs.
• Escalating suspected software defects to management with well documented notes on troubleshooting performed.

• Fluent in English with Strong verbal and written communication skills as well as interpersonal skills.
• Strong phone etiquette and the ability to handle customer inquiries with professionalism and empathy.
• Service oriented focus and ability to work as part of a fast paced, high-performance team.
• Previous experience in customer service or a related field is preferred.
• Proficient in data entry and navigating computer programs.
• Must have reliable transportation.
• Multilingual abilities, particularly in Spanish, are a plus.
• Note: This job description is intended to provide a general overview of the position. Duties and responsibilities may be subject to change based on business needs.

• Dental insurance
• Health insurance
• Paid time off