Description
Senior Product Support Specialist
Job Details
Job Location: Fully Remote
Duration: Full-Time
Contract Type: Permanent
Work Time-Zone: EST (Preferred)
Company Location: Charlotte, NC / San Francisco, CA
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This is a fully remote position, eligible to candidates on the East Coast or candidates able to work with US Eastern Standard Time.
Responsibilities of Senior Product Support Specialist:
We are looking for a Senior Product Support Specialist to help drive forward our mission in providing best-in-class quality service and achieving high-levels of customer satisfaction and success. As a Senior Product Support Specialist, you will be responsible for our post-sales support and will work collaboratively with the Customer Success, Product and Engineering teams.
- Be the product expert and provide technical and non technical support via tickets, phone and chat
- Analyze, track and resolve customer questions in a prompt manner to ensure the highest level of client satisfaction
- Identify, organize and prioritize issues based on severity and customer impact
- Document problem resolution steps, compile and update user documentation, including but not limited to training materials, technical manuals, technical support FAQs
- Maintain a deep understanding of the product and communicate with customers about the most relevant features/functionality for their specific business needs
- Work closely with Product and Engineering teams on identification and tracking of enhancement requests and bugs
- Develop and constantly improve processes to engage customers and provide recurring value
Requirements of Senior Product Support Specialist:
- 2-5 years in Enterprise SaaS support roles or equivalent experience
- Experience with marketing automation platforms such as Responys, Exact Target, Campaign Manager, Mailchimp, Marketo etc
- Exceptional understanding of customer service, technical issue resolution, and support best practices
- Strong written & verbal communication skills
- Solid understanding of web technologies such as HTML, CSS, JSON, and JavaScript
- Proficiency using JIRA, Zendesk or similar ticketing systems
General Requirements:
- Excellent organizational, analytical and influencing skills
- Enjoys working closely with customers to ensure their success at all times
- A real doer who takes initiative to get things done and elevates performance of others by being an inspiring team player

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