Product Support Specialist

Overview

A Product Support Specialist delivers exceptional client experiences by identifying and documenting client needs and issues; answering incoming inquiries, effectively applying problem solving techniques, educating clients, and following issues through to their successful resolution.

Day to Day

As a vital member of our support team, your daily responsibilities will encompass a range of activities aimed at providing exceptional assistance to our product users. You will be at the forefront of addressing customer inquiries, offering insightful solutions, and administering fixes to optimize the functionality of customer sites.

Your role extends beyond routine support; you'll be actively engaged in problem-solving, using your technical expertise to overcome challenges and enhance the overall user experience. Whether it's diagnosing and resolving issues, collaborating with cross-functional teams, or proactively identifying potential improvements, your contributions will directly impact the satisfaction and success of our customers.

In this dynamic position, you'll find yourself navigating through various technical scenarios, employing your troubleshooting skills to ensure the smooth operation of our product. Your commitment to excellence and customer-focused approach will be essential in maintaining high standards of support and fostering positive relationships with our user community.

Primary Duties

• Ensuring customers have a quick response time by staying on top of your assigned tickets, with same-day ticket review, escalating or closing tickets as necessary.
• Proactively communicate to clients and internal staff - strong communication skills are essential.
• Ability to prepare, coordinate, document, and deliver customer work and training sessions in a variety of customer-interface situations (e.g., onsite, digital, or event).
• Responding to end-user requests by troubleshooting issues or questions regarding managed applications
• Replicating and documenting issues for further escalation.
• Work with third-party vendors to troubleshoot issues without an internal resolution
• Identifying customer challenges and potential for product enhancement opportunities
• Ensuring privacy and security practices are followed at all times for both merchants and Nomad eCommerce.
• Advocate for customers through positive relationships to ensure customer needs are met.
• Documenting support issues, including FAQs, troubleshooting guides, and knowledge base articles. Contribute to the development of self-help resources for customers.
• Possible travel to customer sites, overnight possible
• Ability to provide some off-hours support, including occasional weekends.
• Other duties may be assigned to meet business needs.

Personal Characteristics

• Entrepreneurial Mindset: Passion and drive, question things critically, innovate with new ideas and processes and always strive for continuous improvement
• Behave Ethically: Understand ethical behavior and business practices, and ensure that own behavior and the behavior of others are consistent with these standards and align with the values of the organization
• Communicate Effectively: Speak, listen, and write in a clear, thorough and timely manner using appropriate and effective communication tools and techniques. Navigate difficult conversation with professionalism.
• Foster Teamwork: Work cooperatively and effectively with others to set goals, resolve problems, and make decisions that enhance organizational effectiveness
• Innovative: Being resourceful and finding solutions even when there is no clear path

Experience

• 1-3 years’ experience managing small to mid-sized projects
• Experience using computers for a variety of tasks.
• Previous customer service experience required
• Two years experience providing software application support is preferred.
• You must be technically savvy with an ability to easily learn new software.
• Associate/Bachelor degree in business administration, project management, information technology management or a combination of transferable skills and experience is a definite plus

Team Culture

• We are problem-solvers.
• We don't have bench players, we like to operate under full ownership and accountability
• We are language/framework agnostic. We utilize the right tool for each problem.
• We drive for customer satisfaction, take pride in delivering world-class experiences