Product Support Specialists play a key role with our clients, both as they first come on board and after their app goes live in the app stores. The Product Support Specialist role is fast-paced and requires quick learning, thinking on your feet, innovative problem solving, and a strong ability to switch gears quickly throughout the day. Product Support Specialists provide world class customer service and are both creative and technically savvy. This position is focused on weekday support.

Your Priorities

  • Contribute to daily support inquiries, both externally and internally, through written and verbal communication
  • Troubleshoot complex technical issues
  • Logging and communicating the status of various bugs and requests
  • Become a platform and industry expert through continued training and curiosity
  • Contribute to our team’s written knowledge base, documenting answers and instructions as new scenarios arise
  • Collaborate across departments in an effort to provide our clients with smooth and efficient service

You Are…

  • Technical: You enjoy learning about new technology and understanding how things work
  • A Skilled Communicator: You’re a strong writer and comfortable on the phone
  • A Problem Solver: You’re a critical thinker by nature and love solving puzzles
  • Empathetic: Helping other people makes you happy
  • A Good Teacher: You can make complex concepts seem simple
  • An Awesome Human Being: You exemplify humility, innovation, and excellence. You do great work and continuously strive to improve and grow

Required Education and Experience

  • 1-2 years experience in a technical and/or customer service environment
  • Proven understanding of various operating systems and personal electronics
  • Ability to learn new and complex technologies
  • Excellent communication skills and high emotional intelligence
  • College degree or equivalent professional experience/training (I.E. Coding bootcamps)
  • Experience using systems like Salesforce, JIRA, Google Apps, etc.
  • Sharp critical thinking skills, sound judgment and decision making ability, and both the ability and willingness to clearly articulate your ideas
  • An inherent sense of the value of collaboration
  • The ability to work both collaboratively and independently
  • Proven ability to work in a fast-pace environment where the client is always first
  • Proven ability to troubleshoot and problem-solve
  • Basic coding knowledge

Compensation

The salary for this position is between $51,000 – 58,000/yr depending on experience level.

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