Responsible for triaging and resolving support tickets that flow into the help desk queue
Assist employees with questions regarding new client site provisioning, changes and feature enablement
Resolve internal requests involving site provisioning, site changes, site access, enabling/disabling site features
Prepare detailed specifications and steps to reproduce for items requiring any escalation to our Product Support team
Identify potential delays in resolution, take corrective action, and manage communication to the ticket requester
Work collaboratively with Product Support Specialists on problem analysis and submits recommendations for solution
Provide clear and concise verbal and written communications with end-users

Degree in a relevant field, like Computer Science, IT, Software Engineering, or documented work experience in a technical support field
18 months to 3 years commercial experience, ideally in a client facing application support role
Strong Excel skills
Strong communication skills and a client focused approach
Excellent problem-solving skills and the ability to work with limited supervision
Experience with SaaS (cloud based) software
Deep knowledge of Windows OS and Microsoft Office Suite
Knowledge of help desk ticketing and workflows
Ability to read and analyze application error logs
Sharp troubleshooting and analytical abilities
Understanding of functional programming concepts

Comprehensive wellness programs
Flexible time off programs
Professional development opportunities supported by a community of experienced professionals
Reimbursement for training and continuing education
Complimentary lunches
Fully stocked kitchens
Paid volunteer time off
Donation matching program for charitable causes

Product Support Specialist

Key skills