Product Support Specialist

Brilliant is seeking an experienced Product Support Specialist to join our rapidly-growing, profitable, boot-strapped company. Brilliant delivers the best corporate gifting experiences in the world through best-in-class white glove service, product expertise, in-house fulfillment capabilities, and a leading proprietary technology platform.

If you are passionate about analyzing and solving problems and delivering delightful user experiences through software, you may be a great candidate. You are able to learn software systems quickly with support from seasoned team members to guide you along the way. You have experience managing software set ups alongside manual service workarounds and potential solutions to bring to the Product team. We’re looking for someone who is comfortable being both client facing when needed and collaborating with internal technical teams to solve problems and create solutions. An ideal candidate can balance long term projects against fighting fires as they pop up. You don’t need to code, but you do need to be comfortable with basics like HTML, CSS, API documentation, etc. If you’re the go-to person in your current job for random software questions, or the person your family texts when they need tech support, this might be a great role for you. This is a new role at a high growth company with the opportunity to improve processes and make your mark as we grow. 

RESPONSIBILITIES:

• Supporting Software Success for Clients: Working with clients and client facing team members to collect requirements and define technical success for client launches of our core tools - Preferred Gift Campaigns, Storefronts and Automations & Integrations. Our client-facing teams own the success of client relationships and projects. You’ll own the technical success of the software to support these projects and relationships.
• Internal System Set Up and Management: Managing the set up of our internal systems for individual clients and their projects with support from client facing team members. Testing set up before go live and troubleshooting and adjusting settings as needed throughout the client life cycle.
• Implementation Project Management Support: Help coordinate technical resources, including your own, to ensure a successful and on time client project launch.
• Escalated Software Support: Handling more complex customer support questions, taking the first pass at troubleshooting technical issues, and escalating complex cases to relevant technical teams, and following through to resolution. Ability to balance urgent fires that must be put out with ongoing projects, and to know when to let certain fires burn. 
• External and Internal Documentation and Training Support: Work with the product management team to understand new releases and help aid in training and documentation to help support internal adoption and understanding of new features and fixes. Help guide clients through adoption and implementation of their software.
• Share Feedback and Insights: You can find patterns and user experience pitfalls and escalate those to the product team for consideration for future roadmap prioritization. Provide feedback on early concepts and solutions based on your experience with the software and its users. 

REQUIREMENTS:

• Bachelor’s degree
• 2+ years of experience in technical customer support, implementation support, product specialist support, business analyst or similar role. 
• Strong problem-solving skills and the ability to think analytically while working in a fast-paced environment.
• Excellent communication skills, both verbal and written, with the ability to explain complex issues in simple terms.
• A customer-first mindset, with a passion for delivering exceptional service.
• Technical proficiency with software applications and the ability to learn new systems quickly.
• Experience with CRM software and support ticketing systems
• Basic proficiency with HTML and CSS preferred.You don’t need to code, you just need a good understanding of the basics to troubleshoot and adjust templates / small code snippets as needed. 
• Basic understanding of APIs, integrations and automations. You should be able to read API documentations and understand how they can be configured to allow for basic troubleshooting and FAQ support.

The compensation package includes a competitive base salary, equity and benefits. Brilliant has been a fully-remote company since inception and works with team members in all North American time zones.