About the job
About The Role
A dedicated and client-focused Product Support Specialist is sought to join a dynamic team. In this role, the individual will serve as the primary point of contact for clients and internal employees, addressing their inquiries, troubleshooting technical issues, and ensuring a positive client experience. The ideal candidate will possess excellent communication skills, a problem-solving mindset, and a passion for assisting others.
Responsibilities
- Respond to clients/employees via phone, email, and Microsoft Teams in a timely and professional manner.
- Diagnose and troubleshoot issues related to software, providing clear and concise solutions.
- Escalate complex problems to higher-level support when necessary, ensuring proper documentation of the issue.
- Follow up with clients to ensure full resolution of issues and satisfaction with the service provided.
- Maintain up-to-date knowledge of products and services to assist customers effectively.
- Provide feedback to the product and development teams on recurring issues to help improve the customer experience.
- Create and update documentation, FAQs, and user guides to assist clients in resolving common problems on their own.
- Assist with onboarding new clients by providing setup assistance and answering questions about product usage.
- Monitor support tickets and ensure that all inquiries are resolved within established SLAs.
- Collaborate with team members to identify areas for improvement and share best practices.
Requirements
- Previous experience in a customer support, helpdesk, or technical support role preferred.
- Excellent written and verbal communication skills.
- Strong problem-solving skills with the ability to think critically and troubleshoot effectively.
- Ability to manage multiple tasks and prioritize in a fast-paced environment.
- Proficiency with customer support tools and software (e.g., Microsoft Teams, Outlook, DME Billing Software, Office Suite).
- Strong interpersonal skills and a customer-first attitude.
- Ability to work independently and as part of a team.
Benefits
- Health Insurance
- Gap Insurance
- Dental Insurance
- Vision Insurance
- Short Term / Long Term Disability (company-paid)
- Term Life Insurance (company-paid, with options for additional coverage)
- Floating holidays and paid time off
- 401K with company match
- Employer Paid Family Teledoc plan
- A full suite of supplemental insurance plans, including:
- Disability Income
- Level Term Life
- Accident Insurance
- Critical Illness Insurance
