Product Support Rep III

CentralSquare Technologies Career Center; United States; On-site; USD 42,000 - 68,000; Full time

Job summary

CentralSquare Technologies Career Center is seeking an escalation-focused Technical Support Specialist to provide support via phone, web, and email. You will diagnose problems, resolve questions, and troubleshoot escalating issues with increasing complexity.

You will advocate for customers, contribute to Knowledge Base quality, and collaborate with cross-functional teams to improve products and processes. Training and adherence to procedures are expected.

Responsibilities

• Provide internal and external user support for technical issues.
• Collaborate with fellow support colleagues and other internal organizations to deliver superior customer service.
• Maintain regular, clear communication with customers on request status.
• Act as a customer advocate on high-priority issues — drive timely resolution and feed customer input back into process/product improvement.
• Use the Knowledge Base and AI to solve Cases in a timely manner.
• Keep KB content accurate; provide updates and feedback where needed.
• Create internal and customer-facing KB content.
• Review and publish draft content written by others.
• Anticipate customer needs and address concerns proactively.
• Handle difficult customer interactions and complex problems without supervisory intervention.
• Maintain poise and professionalism under pressure.
• Handle escalated calls/issues of increasing complexity.
• Troubleshoot technical issues of increasing complexity.
• Assist in training other Product Support team members.
• Meet or exceed department performance standards.
• Build strong working relationships with cross-functional teams.
• Work with customers to identify reported system defects.

Job description

The Role

This role provides escalated technical support directly to CentralSquare's customers via phone, web, and/or email. The rep diagnoses problems, resolves questions, and troubleshoots escalated technical issues of increasing complexity. The role acts as a customer advocate on high-priority issues, drives Knowledge Base quality, and works under limited supervision following established procedures.

Job Duties Include:

• Provide internal and external user support for application issues of a technical nature.
• Collaborate with fellow support colleagues and other internal organizations to deliver superior customer service.
• Maintain regular, clear communication with customers on request status.
• Act as a customer advocate on high-priority issues — drive timely resolution and feed customer input back into process/product improvement.
• Use the Knowledge Base and AI to solve Cases in a timely manner.
• Keep KB content accurate; provide updates and feedback where needed.
• Create internal and customer-facing KB content.
• Review and publish draft content written by others.
• Anticipate customer needs and address concerns proactively.
• Handle difficult customer interactions and complex problems without supervisory intervention.
• Maintain poise and professionalism under pressure.
• Handle escalated calls/issues of increasing complexity.
• Troubleshoot technical issues of increasing complexity.
• Assist in training other Product Support team members.
• Meet or exceed department performance standards.
• Build strong working relationships with cross-functional teams.
• Work with customers to identify reported system defects.
• Work under limited supervision, following established procedures and guidelines.
• Perform all other duties as assigned.