Product Support Specialist

Job Description

Job Description

As a Product Support Specialist, you are responsible for handling support requests from new and existing customers on a variety of topics. Using his/her knowledge of products or services, as well as outstanding customer service skills, this professional provides front line customer service via phone, chat, and email for EleVia’s products. This isn’t a call center job – you will be collaborating with the customer, product development, and team members to work the cases to resolution. The most successful person in this role is someone resourceful and a willingness to help our customers with their solution needs. As your knowledge of our product and industry grows, you will be making a difference with our customers, contributing to the smooth operation of their business.

In this role, your responsibilities will include:

• Responds to incoming support requests in a prompt, professional and helpful manner.
• Clearly documents all customer interactions via Salesforce case tracking system based on current policies and procedures.
• Utilizes basic troubleshooting skills, Knowledgebase articles and fundamental product knowledge to resolve low to moderately complex support tickets.
• Create Knowledgebase articles and review articles for accuracy based on case issues.
• Schedule and conduct sessions with customers to resolve in-depth issues and gather supplemental information on the issue, including screen captures, log files, error messages, etc.
• Effectively manages and escalates issues with peers and team members for warm transfer process with a fully documented case including all background information gathered during customer interactions.
• Attempt to duplicate suspected defects in VM lab environment
• Determine if existing issue relates to known defect currently being tracked in the JIRA database.

Requirements for the position include:

• Accounting/Finance or CS degree and/or equivalent experience.
• Must be able to work 8am - 5pm CST
• Ability to problem solve for researching and troubleshooting customer questions.
• Excellent time management and organizational skills.
• Strong listening skills.
• Outstanding communication skills, both oral and written.
• Highly self-motivated with a high level of attention to detail.
• Prior customer service experience.
• Experience working in a team-oriented, collaborative environment.
• Proven analytical and problem-solving abilities.
• Up to 10% travel for company and team events.

Nice to have qualifications for this position include:

• Direct experience with Deltek Vision/Vantagepoint software or similar accounting systems.
• Experience with CRM Case Management platforms such as Salesforce Service Cloud is a plus.
• Experience with EleVia.
• AECO experience.