Senior Product Support Specialist

Job not on LinkedIn

November 20

🌵 Arizona – Remote

Although this job is listed in Arizona, this company may be open to hiring remote in other states.

🏄 California – Remote

Although this job is listed in California, this company may be open to hiring remote in other states.

+19 more states

🌵 Arizona – Remote 🏄 California – Remote ⛰️ Colorado – Remote 🦌 Connecticut – Remote 🐊 Florida – Remote 🦞 Maine – Remote 🏖️ New Jersey – Remote 🗽 New York – Remote 🌲 North Carolina – Remote 🌲 Oregon – Remote 🦀 Maryland – Remote 🍂 Massachusetts – Remote 🚗 Michigan – Remote ❄️ Minnesota – Remote ⚓ Rhode Island – Remote 🌴 South Carolina – Remote 🎸 Tennessee – Remote 🤠 Texas – Remote ⛷️ Utah – Remote ⚔️ Virginia – Remote 🧀 Wisconsin – Remote

💵 $31 - $34 / hour

⏰ Full Time

🟠 Senior

💝 Customer Support

🦅 H1B Visa Sponsor

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Electric

WebsiteLinkedInAll Job Openings

IT Services • Tech Support • SaaS

Electric is a company that offers comprehensive IT management and support services. It provides a platform called the Electric IT Hub, which helps companies manage their IT environments with confidence and resolve IT support requests efficiently. Electric also offers services related to employee onboarding and termination, device management, and hardware services including procurement and shipping. In addition, Electric supports security controls and compliance, and integrates with third-party services to enhance its offerings.

201 - 500 employees

Founded 2016

☁️ SaaS

💰 $23.4M Series D on 2022-03

📋 Description

• Serve as a primary point of contact for complex and escalated customer inquiries, ensuring timely and professional communication. • Independently troubleshoot and resolve intricate technical and functional product issues, often requiring in-depth investigation and creative solutions. • Proactively identify, document, and escalate critical customer issues and potential product defects to Engineering and Product Management teams, providing detailed context and recommendations. • Lead in the creation and maintenance of internal and external knowledge base articles, troubleshooting guides, and FAQs to empower both customers and the Support team. • Mentor and provide guidance to Product Support Specialists, fostering their technical and customer service skills. • Help identify trends in customer issues and provide insightful feedback to the product and development teams to drive product improvements and prevent future problems. • Collaborate effectively with Engineering, Product Management, Sales, and Customer Success teams to ensure seamless customer experiences and efficient issue resolution. • Contribute to the development and implementation of best practices, processes, and tools to enhance the efficiency and effectiveness of the product support function. • Continuously expand your product knowledge and technical expertise to effectively support new features and product updates.

🎯 Requirements

• Minimum of 3-4 years of experience in a customer-facing technical support or product support role within a technology company, with a proven track record of resolving complex issues. • Excellent written and verbal communication skills, with the ability to explain technical concepts clearly and concisely to both technical and non-technical audiences. • Able to work largely independently by leveraging documentation, tooling, and error logs to perform most investigations and evaluations. • Demonstrated ability to troubleshoot and investigate complex technical issues, including leveraging tools like Datadog to determine root cause and steps to remediation. • Exceptional and professional customer service skills with a demonstrated ability to build rapport and trust with customers and coworkers. • Experience coaching or assisting front line team members with cases and investigations, preferred. • Experience operating within a ticketing system, Jira Service Management preferred.

🏖️ Benefits

• Flexible and generous PTO • Mental Wellness Days • Volunteer Days • Medical, Vision, Dental, and Orthodontia Coverage • 401k • ESOP (Employee Stock Option Program) • Kindbody Membership for Family Planning • Pre-taxed Commuter Benefits • Generous Parental Leave • Paid medical, family, and military leave • Short and Long Term Disability • Employee Assistance Programs • Life Insurance funded by Electric • Training and career growth • Awesome team building events!