Product Support Specialist

Product Support SpecialistPortland, Oregon, United StatesAbout DATDAT is an award-winning employer of choice and a next-generation SaaS technology company that has been at the leading edge of innovation in transportation supply chain logistics for 45 years. We continue to transform the industry year over year, by deploying a suite of software solutions to millions of customers every day - customers who depend on DAT for the most relevant data and most accurate insights to help them make smarter business decisions and run their companies more profitably. We operate the largest marketplace of its kind in North America, with 400 million freights posted in 2022, and a database of $150 billion of annual global shipment market transaction data. Our headquarters are in Denver, CO, and Beaverton, OR, with additional offices in Missouri, and Bangalore, India. For additional information, see OpportunityDAT is looking for a Product Support Specialist to join our award-winning Product Support team in Beaverton, OR.Product Support Specialist is an advanced, customer-facing role. You'll deliver a high level of technical expertise on the full range of DAT's products.This is your opportunity to bring everything you've learned about ensuring customer satisfaction, product training, and support to a SaaS company that has been at the forefront of freight analytics for over 43 years.Candidate ProfileOrganized and detail-oriented with strong communication skills.Ability to identify and solve customer technical issues through a high degree of understanding of DAT products.Ability to produce consistently high-quality technical support while maintaining excellent documentation.Be a technical resource both internally and externally for API integrations with DAT productsAdvanced customer service skills and passion for helping customers and resolving issues.Share knowledge regularly with staff via help articles and presentations, encourages others to succeed.What You'll DoDeliver a high level of customer service and technical support to DAT customers.Respond to support requests and acts as a technical advisor for DAT supported products.Analyzes customer issues to distinguish usability issues from technical issues.Assist product development by being a voice of the customer and reporting problems, concerns, and change requests.Provide training and industry knowledge to customers on DAT products.Coach and mentor more junior team members by taking escalations from the team and closing the loop with the agent on the resolution of the issue.Participate in user acceptance testing and provide valuable perspective on the customer experienceDelivers technical expertise for integration setup and support.Train customers on the most efficient and effective use of the software.Receive and proactively resolve application support calls by phone, chat and email.Occasional business travelThe Skills and Experience You'll BringHigh School Diploma or equivalent required.3-4 years of direct experience delivering technical product support in a call center environment.CompTIA A+ certification is strongly preferred.Excellent written and verbal communication skills and ability to effectively present information and respond to inquiries.Strong analytical and problem-solving skills.Ability to adhere to established business rules and maintain highly accurate documentation.Basic technical ability to resolve customer issues and assist as needed.*This position is not eligible for visa sponsorship*For Oregon-based candidates, in compliance with Oregon's Pay Equity and Transparency Act (effective January 2024), the salary range for this role is $51,000 - $65,000 . DAT considers factors such as scope and responsibilities of the position, candidate's work experience, education and training, core skills, internal equity, and market and business elements when extending an offer.Why DAT?DAT is an award winning employer of choice. For starters, we have a hybrid work environment, but we also know what makes a great workplace. We have a time-tested and resolute set of operating values predicated on integrity, mutual respect, open communication, and executing with excellence. These values inform our strategic vision as much as any one of our products does. We've been an employer of choice in the Portland metropolitan area for four decades, and within one year of opening our Denver office, DAT was #26 on Built In Colorado's 100 Best Places to Work In Colorado.Medical, Dental, Vision, Life, and AD&D insuranceParental LeaveFlexible time offAn additional 10 holidays of paid time off per calendar year401k matching (immediately vested)Employee Stock Purchase PlanShort- and Long-term disability sick leaveFlexible Spending AccountsHealth Savings AccountsEmployee Assistance ProgramAdditional programs - Employee Referral, Internal Recognition, and WellnessFree TriMet transit pass (Beaverton Office)Competitive salary and benefits packageWork on impactful projects in a cutting-edge environmentCollaborative and supportive team cultureOpportunity to make a real difference in the trucking industryEmployee Resource GroupsDAT embraces the value of a diverse workforce, and believes it is a core strength of our company that we encourage those values in every DAT employee, at every level of our organization, regardless of tenure or rank. We provide equal employment opportunities (EEO) to all employees and applicants without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws.Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities