Product Support Representative IV
New
United States, Some holiday, evening and weekend hours will be required as neededFull-TimeSenior
Salary19.62 - 24.52 USD per hour
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Job Details
- Experience
- 10+ years
- Required Skills
- OracleSalesforceSAPMicrosoft OfficeTechnical supportNetSuite
Requirements
- 10+ years of experience in a client service or technical support role.
- High School Diploma or equivalent GED.
- Proficiency with Microsoft Office.
- Experience with common enterprise software solutions (NetSuite, Salesforce, Oracle, SAP, etc.).
- Experience with project management software (MS Project, SmartSheet, or equivalent).
Responsibilities
- Serve as a subject matter expert for complex client issues.
- Diagnose root causes and recommend strategic solutions.
- Lead high-priority troubleshooting and software dependency management.
- Use internal tools and system analytics to identify patterns.
- Act as a voice of the customer for product enhancements.
- Maintain ownership of escalated cases from intake through resolution.
- Create and refine internal documentation and troubleshooting guides.
- Mentor junior team members and lead internal training.
- Ensure service quality during critical coverage windows.
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