The Product Support Specialist provides product support for customers including inbound customer calls/emails and new customer onboarding. Track feature requests, bugs and improvements and work with development team to manage tasks on a daily basis. Responsible for performing a full range of customer service-oriented telephone and email support activities.
ESSENTIAL JOB FUNCTIONS:
Assists customers with telephone calls and answers questions about product (PowerBase) and support.
Resolves problems within their authority, and refers problems that are beyond their authority to the next level support.
Ensures all calls are tracked using ticketing system, escalated, and resolved in line with internal support procedures
Audits ticketing system to ensure resolution of support issues.
Support sales team with PowerBase knowledge/issues
Tests Application (interface QA)
Assist with basic, user level, documentation
Possible travel up to 25% (Domestic and international)
Other duties may be assigned as required
High school degree or equivalent combination of education and experience.
Familiarity with basic SQL SELECT statements
Familiarity with MS-ACCESS
Familiarity with WINDOWS 7
Familiarity with web-based customer support concepts
Maintain a high level of customer satisfaction
Ability to proactively communicate status & issues
Ability to work independently and efficiently to meet deadlines
Self-motivated, detail-oriented and organized
Excellent customer interaction skills via email and telephone
Excellent listening and comprehension skills required
Excellent communication (Oral and written), interpersonal and presentation skill
Strong familiarity with MS-OFFICE tools
Strong understanding of standard Windows software interface
Proven technical aptitude, proven customer service aptitude
High level of personal initiative and professionalism
Must thrive in a deadline-driven, fast-paced team environment
OTHER HELPFUL EDUCATION OR EXPERIENCE (NOT REQUIRED):
Software customer/technical support a plus
Phone Support Experience
Computer, Network, and Software certifications a plus
While performing the duties of this job the employee is often required to stand, sit, use computers, read, write, type, use scanners, use copy machines, file paperwork, use telephones, and utilize written and oral communication to interact with clients, co-workers, suppliers and customers. Reasonable accommodations may be made to enable individuals to perform the essential functions of this job. Must be capable of lifting 20 pounds.
We are an Equal Employment Opportunity employer that values the strength diversity brings to the workplace. All qualified applicants, regardless of race, color, religion, gender, sexual orientation, marital status, gender identity or expression, national origin, genetics, age, disability status, protected veteran status, or any other characteristic protected by applicable law, are strongly encouraged to apply.
The Americans with Disabilities Act of 1990 (ADA) prohibits discrimination by employers, in compensation and employment opportunities, against qualified individuals with disabilities who, with our without reasonable accommodation, can perform the "essential functions" of a job. A function may be essential for any of several reasons, including: the job exists to perform that function, the employee holding the job was hired for his/her expertise in performing the function, or only a limited number of employees are available to perform that function.