Provide phone and ticketing case support for one or more FACTS products/services
Collaborate with internal teams (Sales, Development, and Product) to address client needs proactively
Work with the Onboarding team members to deliver online training with new institutions and/or new contacts at existing institutions, instructing them on all aspects of the products they have implemented
Maintain a standard Service Level Agreement (SLA) and Customer Satisfaction Score (CSAT) of 90% or above through the ticketing queue
Participate in team meetings and projects to improve operational efficiency and maximize client retention
Develop strong internal relationships with Sales, Product, Development, and Operations to support client lifecycle
Keep up to date with latest product releases and training seminars to ensure thorough product knowledge
Provide ideas and analysis for enhancements to current processes and features of new or existing products
Answer product specific questions and/or find appropriate resources to answer questions about products (e.g., FACTS Financial System, stand-alone products, partnership companies, FACTS SIS, and integration related topics)
Manage project tracking, phone/email communication and record of conversations in FACTS CRM system

Associate degree in related field (Bachelor’s preferred) or equivalent experience
2-3 years of professional experience in account management or customer service, ideally within education or technology sectors
Experience and proven ability managing client relationships
Experience with SaaS products is preferred
Strong problem-solving abilities and a customer-first mindset
Ability to quickly grasp concepts and apply newly acquired product knowledge when working with institutions
Strong interpersonal, communication and presentation skills (both written and verbal)
Very detail-oriented, creative thinker with the ability to manage multiple tasks in a dynamic, fast-paced environment
Ability to work as a team player and establish good rapport with co-workers
Excellent customer service skills (friendly, courteous, helpful, and patient) with the ability to effectively provide instruction in the use of computer applications and other services
Strong computer skills, including experience using Microsoft Office applications, CRM databases, and the Internet
Ability to work in a fast-paced environment, handle stressful situations, effectively work through change, and meet deadlines
A positive, can-do attitude and strong initiative to get tasks and objectives completed without supervision
Excellent organization, and time management skills to effectively manage workload and proactively request additional resources as needed
Ability to take direction from multiple sources and prioritize effectively

Product Support Specialist

Key skills