Product Support Specialist I
New
This is a remote position available to candidates located in the U.S., excluding Hawaii and Alaska., 9am-6pm ESTFull-TimeEntry
Salary$21.00/hour
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Job Details
- Experience
- Minimum of 2 years related experience
- Required Skills
- SalesforceMicrosoft OfficeTroubleshootingTechnical supportCustomer supportSaaSQuickBooks
Requirements
- Minimum of 2 years related experience providing technical and customer support preferably in the technology/SaaS industry
- Experience utilizing omni-channel communication
- Proficiency with Microsoft Office products
- Professional etiquette with effective written and verbal communications skills
- Analytical and data-oriented approach to problem-solving
- Previous experience working in a remote position
- Ability to work independently and as a member of a team
- Exceptional time and calendar management skills
- Ability to work potential different schedules
Responsibilities
- Answer routine questions on how to best use the software for our customer’s business needs
- Troubleshoot any data or software issues related to the core system features of our product to determine if a data or procedural issue exists versus a software bug
- Provide information on available product training resources
- Leverage real-life interactions to improve technical documentation and self-service resources
- Identify common questions/issues that can be solved through deflection to an automated self-service portal and/or help center
- Enter and maintain a log of all customers interactions and issues
- Submit system performance issues, data updates, and feature requests to Level III team members for escalation
- Continuously improve your knowledge of the product to optimize the collective team knowledge
- Be a voice of the customer to the Field Services team and communicate recommendations to improve the customer experience
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