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Senior Product Support Specialist

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Zenex Partners, Inc
Published
December 23, 2020
Location
Atlanta, GA
Category
CSS  
Job Type

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
__________________________________________________________________________________________

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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