Product Support Specialist

🔥 41 minutes ago

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Brandt Information Services

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1985

☁️ SaaS

🏛️ Government

🤝 B2B

💰 Private equity on 2024-07

SaaS • Government • B2B

Brandt Information Services is a technology and services company that builds digital platforms and operational support for state agencies and organizations that manage outdoor resources. They provide software and services for licensing, registrations (including vessel and vehicle titles), reservations and rental management, merchandising and e-commerce, CRM and marketing automation, contact center support, fulfillment (print and mail), equipment/support, project management, and IT staffing. Brandt focuses on enabling agencies to simplify regulatory workflows, streamline customer engagement, handle high-volume transactions, and improve access to parks and outdoor spaces.

📋 Description

• Provide timely and professional technical support to clients via email, phone, chat, and ticketing systems. • Diagnose and troubleshoot software issues, ensuring accurate problem identification and effective resolution. • Assist clients with product onboarding and training, ensuring a smooth transition and comprehensive understanding of the software. • Collaborate closely with Product Management and Quality Assurance teams to escalate and resolve complex technical issues. • Document and track customer issues and resolutions using internal systems. • Identify and communicate recurring technical issues to the Product Management team for further analysis and improvement. • Stay up to date with product knowledge and new features to provide accurate and relevant information to clients. • Create and maintain configuration documentation, system setup and testing documentation, product support documentation, knowledge base articles, and FAQs. • Act as a customer advocate within the company, providing feedback and insights to improve product usability and user experience. • Continuously strive to enhance customer satisfaction and loyalty by delivering exceptional customer service and support.

🎯 Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent work experience). • Proven experience in a customer-facing technical support role, preferably within a SaaS software company. • Strong technical aptitude and ability to understand complex software systems. • Excellent problem-solving and troubleshooting skills with strong attention to detail. • Outstanding written and verbal communication skills with the ability to explain technical concepts to non-technical users. • Empathy and patience to handle challenging customer situations while providing exceptional customer service. • Ability to multitask, prioritize, and manage time effectively in a fast-paced environment. • Experience with CRM and support ticketing systems is a plus. • Familiarity with Agile software development methodologies is a plus. • A passion for technology and a desire to continuously learn and grow.

🏖️ Benefits

• Health insurance (some plans fully covered for the employee). • Vision insurance (fully covered for the employee). • Dental insurance available for purchase. • Flexible/Open Paid Time Off (PTO) after 30 days. • Nine paid holidays. • 401(k) with company match. • Annual year-end performance bonus. • Up to 8 weeks of paid parental leave. • Company-paid life insurance. • Company-paid long-term disability insurance. • Free Udemy account for professional development.