Technical Product Support Specialist

Product Support Specialist I

Reporting to Product Support Manager, the Product Support Specialist I will be trained as the product champion on our proprietary SaaS platform and tasked with the front line support services within the Never Alone ecosystem within a distinct geographic region of the US. This role will provide support for the full customer life cycle experience. This includes rollout and implementation execution, proactive monitoring of technical issues and resolution documentation, as well as providing regular feedback to Product Teams for product roadmap considerations.

Duties/Responsibilities

• Serve as the first line of contact within a cross-functional team for customers and end users within a geographical region.
• Communicate clearly and effectively with end users, colleagues, and management to quickly resolve issues and ensure customer satisfaction.
• Working in tandem with Product Support Manager, provide daily support to users of mobile and desktop systems including empathetic listening, answering questions, analyzing problems, and ensuring customers' systems are always running.
• Actively participate in new customer onboarding and implementation.
• Train and re-train users to increase best practices and adoption of Never Alone mobile and desktop platforms.
• Assist in version control and updating of training and support manuals.
• Partner with the 24/7 Never Alone Customer Service Team to ensure customer success.
• Create and implement support processes and procedures in collaboration with product and service desk.
• Log daily support interactions with customers, end users, installation activities, reported technical issues, and completed solutions along with any further actions required.
• Participates in testing new functionality and/or software upgrades.
• Handles protected health information (PHI) in a manner consistent with the Health Insurance Portability and Accountability Act (HIPAA).
• Performs other duties as assigned.

Qualifications

• Bachelor's Degree (preferred) in related field or equivalent experience
• Strong communication skills and ability to maintain professionalism in all circumstances
• Quickly identify problems, form solutions, and execute step-by-step troubleshooting procedures
• Working knowledge of PC and Mac operating systems and Microsoft Office Applications
• Technical Support experience preferred
• Demonstrated problem solving ability that drives operational excellence
• Some regional travel required