Product Support Specialist

What You'll Do:

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• Take ownership of reported customer issues, utilizing Zendesk ticketing system and internal tools to triage, troubleshoot, resolve, and effectively communicate solutions to clients via email, screenshot, screen share, etc.;
• Collaborate internally with Product Support and Customer Success peers, utilizing dedicated Slack channels and internal tools to collectively resolve technical inquiries;
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams (R&D, Product Support Management, Accounting Success Management, Professional Services, Expert Services, Account Management, etc.);
• Lead or assist with special client projects alongside Customer Success peers like Accounting Success Management, Expert Services, Integration Support, etc.;
• Serve as dedicated Subject Matter Expert (SME) on assigned product(s) and feature(s);
• Any other duties or tasks that may be assigned to help the Support department, the Company, and/or our clients meet their goals..

What You'll Bring:

• Prior experience in customer-facing role;
• Highly motivated and results-driven with the desire and technical aptitude to master our product and learn SaaS methodologies;
• Logical thinker & strong problem solving/troubleshooting skills;
• Strong emotional intelligence skills with an ability to relate to customers, gauge urgency, and display empathy;
• Excellent verbal and written skills to be able to assist customers over email and/or screenshare, including the ability to communicate technical issues to a technical and non-technical audience;
• Excellent time management skills– ability to organize and manage multiple priorities and meet deadlines.