Product Support (225-803)

The Product Support role is a critical position within an organization, serving as the bridge between the company's products and its customers. This involves troubleshooting and resolving customer issues, providing product guidance, and ensuring an exceptional customer experience. A candidate in this role must possess a keen understanding of the products and be able to translate technical information into effective solutions for users. This role often requires collaboration with other departments such as engineering, sales, and marketing to ensure that customer feedback is integrated into product development. The ability to remain calm under pressure, communicate effectively, and provide innovative solutions is paramount. As a Product Support professional, you'll play a crucial role in driving customer satisfaction and contributing directly to the company’s success.

Responsibilities

• Provide detailed product support to customers via phone, email, and live chat.
• Troubleshoot and resolve complex technical issues with minimal supervision.
• Collaborate with product development teams to identify and address product issues.
• Document and track customer support interactions and issues for future reference.
• Communicate technical issues and solutions effectively to non-technical users.
• Participate in developing support documentation and training materials.
• Escalate unresolved issues to higher-level support or engineering teams.
• Provide feedback to the product team to aid product improvement efforts.
• Maintain up-to-date knowledge of the company’s products and services.
• Engage in continuous learning to improve professional skills and product knowledge.
• Monitor support channels for trends that may indicate larger system issues.
• Assist in product testing and provide feedback prior to official releases.

Requirements

• Bachelor’s degree in a relevant field or equivalent work experience.
• Proven experience in a product support or technical support role.
• Strong problem-solving skills with attention to detail and accuracy.
• Excellent verbal and written communication skills necessary for this role.
• Experience using support software such as Zendesk or Salesforce Service Cloud.
• Ability to work independently and manage multiple support requests simultaneously.
• Strong understanding of software products and technology-related subjects.
• Customer-focused attitude with a commitment to providing top-notch service.
• Flexibility to work varied shifts, including weekends and holidays if required.
• Capacity to work under pressure while maintaining a calm and professional demeanor.