Shiftgig, one of Chicago’s hottest and fastest growing technology companies, is seeking a Product Support Specialist. We are looking for a self-motivated individual who is technically adept and has a desire to help our clients have a great experience with our technology. This position is responsible for assisting clients with technical problems, organizing issues for efficient management and resolution, and advising the Product team on opportunities for improvement.
Responsibilities
Product Support
Become a power user of our client-facing products as well as our platform so you can assist users with issues
Escalate and monitor high-priority bugs to be resolved by our Engineering teams
Advise the Product and Engineering teams on opportunities for improvement based on your interactions with clients
Define, track, and report on key support metrics
Operations Support
Provide answers to clients and workers by identifying problems; researching answers; guiding workers and clients through corrective steps
Define, track, and report on key support metrics
Reporting and Data Analysis
Own pulling and creation of client reports from Tableau and other reporting/data tools
Lead efforts to triage any issue with data access or reporting accuracy
Communicate reporting/data issues to Product Manager, Engineering Team, and Clients
Provide ongoing support and communication to our specialists and clients (i.e. troubleshooting, technical support)
Experience/ Qualifications
2-3 years of professional experience, ideally in an technical support or analytical role
Technical aptitude and skill, and patience to help all sorts of users including those who are not technically adept themselves
Excellent communication and customer service skills, both verbal and written
Highly organized and strong attention to detail
Experience in understanding data and reporting, preferably experience in Tableau (or interest in learning)
Experience writing Excel or SQL formulas to pull data from large data sets
Problem Solving/Analysis