Product Support Specialist

A Place For Mom Overland Park , KS 66204

Posted 3 weeks ago

Overview

ABOUT A PLACE FOR MOM

A Place for Mom is an online platform connecting families searching for senior care services with a team of experienced advisors providing insight-driven and personalized solutions. Our mission, as the leader in senior care advisory, is to be a trusted destination for families and our community customers. We are a quickly growing organization with over 500 advisors connecting more than 300K families every year to one of our community customers.

Living by our values and working to achieve excellence on behalf of our customers is integral to success at A Place for Mom. Employees who thrive at A Place for Mom live our values every day and are an important part of our hiring practices:

  • Focus on Excellence

  • Act with Integrity & Assume Positive Intent

  • Drive Outcomes Every Day with Passion and A Sense of Mission

  • Make the Lives of our Families and Customers Better, Easier and More Successful

  • Realize the Full Potential in Each Team Member. Work as a Single Supportive Team

COMPANY LEADER

Larry Kutscher - Chief Executive Officer

Larry Kutscher is Chief Executive Officer of A Place for Mom. Larry is a veteran CEO with over 30 years of experience leading digital, technology and service businesses through significant periods of growth and value creation. Prior to this role, he served as Chief Executive Officer of TravelClick, where he drove the company's overall strategic vision and helped increased the company's value from approximately $300 million to more than $1.5 billion over eight years.

THE POSITION

Do you thrive on the challenge of problem-solving and working with customers? Do you enjoy being part of and contributing to a team of talented people? Are you an excellent communicator who highly values customer service? If so, join our team and continue to develop these skills!

A Place for Mom is seeking a motivated and energetic Product Support Specialist who contributes to the overall support for the CRM product used by over 300 Agents. A Place for Mom has a deployed new CRM system for the sales team, external call center operation, and corporate resources that require technical guidance and support for day-to-day operations of the new CRM product that was launched and continues to get new functionality every week. The person in this position will receive incoming feedback from the field, triage issues, understand root cause, work with the technical team to triage and suggest solutions to the sales team. Your goal will be to reduce disruption in the field caused due to new software releases.

We are looking for hands-on experience in understanding business processes, business applications, and good troubleshooting and sound technical knowledge to communicate effectively. They have to understand the problem and explain the solution - and want to continue learning! This role will interface with all levels of management, corporate business partners. Excellent communication and customer service skills and the ability to translate technical details are a must.

Who you are:

A passionate application support specialist who has the ability to understand the business, applications and has experience in helping users solve problems.

Responsibilities

What you will do:

  • Support end users every day to ensure the CRM product is working as expected

  • Serve as the first point of contact for our internal employees seeking technical assistance over the by email or ticketing system (Service Now)

  • Perform remote troubleshooting through diagnostic techniques and pertinent questions

  • Determine the best approach to providing a solution based on the issue and details provided, including walking the customer through the problem-solving process and solution

  • Assist with the employee onboarding process, including coordinating with Commercial Operations Team and Learning & Development Team to enable the product functionality for the new hires

  • Work with the Product Development Team to escalate production issues and also to track issues reported by the end users to closure

  • Track product feedback received from end users and work with product owner/team to record it in the product backlog

  • Identify and escalate priority issues as needed

  • Clear, professional communication skills, experience in communicating with users, and able to contribute to team discussions

  • Ability to debug the application using the Chrome browser Developer Tools.

  • Document all end-user support in a ticketing system

  • Manage time and tasks as assigned by manager

Qualifications

Required Skills and Competencies:

  • 3-4 years of experience supporting software product technical issues

  • Makes customers and their needs a primary focus of one's actions; developing and sustaining productive customer relationships

  • Identifies and understands issues, problems, and opportunities; compares data from different sources to draw conclusions; uses effective approaches for choosing a course of action or developing appropriate solutions; and takes action that is consistent with available facts, constraints, and probable consequences

  • Comfortable supporting resources over the phone and remote control of desktop support; ability to multi-task and prioritize

  • Interacts with others in a way that gives them confidence in one's intentions and those of the organization

  • Deals effectively with others in antagonistic situations, using appropriate interpersonal styles and methods to reduce tension or conflict

  • Actively appreciates and includes the diverse capabilities, insights, and ideas of others and working effectively and respectfully with individuals of diverse backgrounds, styles, abilities, and motivations

#LI-KT1

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Product Support Specialist

A Place For Mom