About the Role

The Product Support Specialist provides Level 1 and 2 support to client users of our SaaS technology solution.  As the first point of contact for end users encountering a problem, product support specialists are prepared to handle anything and everything.   This person must be able to analyze user issues and technical problems quickly and with an attention to detail.  Success in this role depends upon excellent communication, problem-solving, organizational and time management skills, as well as the ability to deliver the highest quality of customer support.

Reports to Director, Client Services.

Responsibilities include:

• Ensure a high level of customer satisfaction by providing product and technical support
  
• Document all information, in detail, pertaining to each support ticket, escalate issues as needed and maintain a dialogue with the customer to set proper expectations
  
• Report product defects and enhancement requests to the Product Development team.
  
• Compose help documents for use in the online knowledge base.
  
• Understand and meet metrics provided by management to ensure service levels to customers are met, i.e. average response time, average resolution time, number of calls handled, call quality, etc.
  
• Provide input to help continuously improve technical and customer support processes and service levels.
  
• Experienced specialists may conduct cross-training among peers; provide knowledge transfer between group members; mentor new employees; and provide new employee training on applications, per expertise
  
• Assist with additional projects as requested