Product Support Specialist

5 hours ago

  • Product Support
  • Remote
  • Full Time

Job Description:

The Product Support Specialist provides support for customers and field representatives. One must properly respond to incoming customer requests, via phone, email, and/or web form, to ensure the customer’s questions are answered in a timely manner. This includes receiving, prioritizing, documenting and actively resolving customer requests and escalating incidents when considered appropriate and necessary to maintain service level expectations.

Responsibilities:

  • Respond to client issues concerning questions and problems with the product line software, identifies and refers issues appropriately when problem exceeds support capability.
  • Investigates complex problems with product line software by duplicating the problem and researching it.
  • Records program problems and enhancement requests which are given to the Software Development team.
  • Explain program resolutions to client, and trains clients remotely on specific functions.
  • Sends product line software revisions to client.

Qualifications:

  • 2+ years of technical support position experience.
  • Degree preferred but not required.
  • Excellent organizational, written, and communication skills.
  • Knowledge of product line software, programming language and operating system.
  • Personal computer and business solutions software skills such as Microsoft Suites.
  • Ability to work with a diverse project team, including Developers, QA Staff, Business Analysts, and Project Managers.
  • Understands the company’s products, release schedules, organizational structure and business goals and objectives.
  • Ability to develop a working knowledge of the product, including its configurability options and available functionality.
  • Utilizes internal defect tracking software.
  • Works with minimal supervision.
  • Relies on broad experience and a high degree of judgment to plan and accomplish goals.
  • Possesses analytical and problem-solving skills for investigating software problems.

Benefits:

Integra Connect, LLC provides a comprehensive benefits plan.

  • Medical/Dental/Vision Insurance beginning the 1st of the month following your date of hire
  • Paid Time Off
  • 401k with employer match
  • Paid Holidays and Floating Holiday

Equal Opportunity Employer

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