Product Support Representative IV - REMOTE

Silversmith Capital Partners; Pittsburgh (Allegheny County); Hybrid; USD 27,028 - 33,778; Full time

Job summary

Silversmith Capital Partners in Pittsburgh is looking for a skilled client support representative who can manage and resolve complex application support questions. The ideal candidate will have over 10 years of experience in client service or technical support, demonstrating exceptional problem-solving abilities and expertise across various software applications.

This role demands expertise in tools like Microsoft Office, Salesforce, and NetSuite. Additionally, the candidate should be prepared to engage in advanced troubleshooting, mentor junior colleagues, and drive long-term solutions for client satisfaction.

Qualifications

• Minimum education High School Diploma or equivalent GED.
• 10+ years of experience in a client service or technical support role.

Responsibilities

• Serve as subject matter expert for complex client issues.
• Engage in advanced client interactions and troubleshooting.
• Maintain ownership of escalated cases and ensure timely resolutions.
• Support knowledge sharing through documentation and training.
• Identify process gaps to enhance client satisfaction.

Skills

Client service skills

Technical support expertise

Troubleshooting

Process improvement

Education

High School Diploma or equivalent GED

Tools

Microsoft Office

NetSuite

Salesforce

Oracle

SAP

MS Project

SmartSheet

Job description

JOB OVERVIEW

Responsible for responding to product application support questions from clients regarding the company’s software. Provides resolutions to an assortment of problems of moderately complex scope. Analyzes problems with software applications to identify problem area(s) and recommend corrective action. Recommends solutions to client application questions. May utilize specialized domain expertise related to the specific application of the software to resolve client problems. May establish and maintain systems that provide answers to common questions and problems.

RESPONSIBILITIES AND DUTIES

• Serve as a subject matter expert and point of escalation for complex client issues, ensuring timely and thorough resolution using established protocols and independent judgment
• Engage in advanced client interactions by diagnosing root causes, recommending strategic solutions, and delivering exceptional support across a suite of software applications
• Lead high priority troubleshooting efforts, including software dependency management, detailed case documentation, and coordination with Support colleagues or other teams as needed
• Leverage internal tools, logs, and system analytics to proactively investigate patterns and drive long‑term solutions
• Act as a voice of the customer by delivering insights and feedback to internal stakeholders for product enhancements, support process improvements, and training opportunities
• Maintain ownership of escalated cases from intake through resolution, ensuring communication is proactive, clear, and aligned with service level expectations
• Support knowledge sharing by creating or refining internal documentation, process flows, and troubleshooting guides
• Provide mentorship and technical guidance to junior team members, contributing to their growth and improving team-wide performance
• Lead or contribute to internal training sessions, workshops, and knowledge base updates to ensure team alignment on evolving product functionality
• Ensure consistent service quality during critical coverage windows, including holidays and off‑hours, as needed
• Take initiative in identifying process gaps and recommending improvements that enhance client satisfaction and team efficiency
• Some holiday, evening and weekend hours will be required as needed to meet client needs and provide adequate coverage.
• Mentor or provide creative guidance to junior team members as needed

QUALIFICATIONS

• Minimum education High School Diploma or equivalent GED
• 10+ years of experience in a client service or technical support role; may have degree or equivalent.

REQUIRED SOFTWARE EXPERIENCE

• Microsoft Office
• Common enterprise software solutions (i.e., NetSuite, Salesforce, Oracle, SAP, MS Project, SmartSheet or equivalent project management software, etc.

Hourly Range: $19.62 - $24.52 USD

Note: This job description is not intended to be all-inclusive. Employees may perform other related duties as requested to meet the ongoing needs of the organization.