Product Support (225-628)

As a Product Support Specialist, you will play a crucial role in ensuring customer satisfaction by providing timely and efficient assistance to users of our products. You will serve as the first point of contact for customer inquiries and issues, addressing them with a focus on delivering outstanding service. Within this role, you will collaborate with various departments to enhance product functionality and contribute to the development of product support tools and techniques. Your ability to understand and resolve customer concerns will be instrumental in maintaining our reputation for excellence. This position offers the opportunity to work in a dynamic environment where you can grow your technical skills and contribute to a supportive team atmosphere.

Responsibilities

• Respond promptly to customer inquiries via phone, email, or chat platforms.
• Diagnose and troubleshoot technical issues and communicate effective solutions.
• Escalate complex cases to higher-level support when necessary for resolution.
• Document and track customer issues using the company's CRM system.
• Coordinate with product development teams to address and resolve product defects.
• Provide detailed feedback to stakeholders to enhance product quality and usability.
• Create and update user manuals, FAQs, and support documentation.
• Conduct product training sessions for new and existing customers.
• Contribute to the development and implementation of support policies and procedures.
• Monitor and report on product support performance metrics and KPIs.
• Stay current with product knowledge, updates, and changes to ensure accurate support.
• Participate in continuous improvement initiatives to enhance customer satisfaction.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or related field.
• Minimum of two years of experience in a product support role or similar function.
• Excellent problem-solving skills with a keen attention to detail and accuracy.
• Strong communication skills, both verbal and written, for effective customer interaction.
• Proficiency in using CRM systems and support ticketing software efficiently.
• Ability to work independently, manage time effectively, and prioritize tasks.
• Prior experience with software or technical product support is highly desirable.