Product Support Specialist - 25-03394

LeadStack Inc.; United States; On-site; USD 60,000 - 75,000; Full time

Job summary

A technology firm is seeking a Product Support Specialist to respond to and track user needs while ensuring a great experience with their products. The ideal candidate will have over 2 years of experience in high-volume support environments and possess strong user empathy and communication skills. Responsibilities include diagnosing user issues and collaborating with engineers to enhance user satisfaction. This role offers an opportunity to work in a technical environment with a focus on improving support processes.

Qualifications

• 2+ years of experience in high volume product support.
• Ability to thrive in fast-paced, reactive situations.
• Proficient at working in a technical environment.

Responsibilities

• Respond to user support cases in a high volume environment.
• Communicate clearly and empathetically with users.
• Provide suggestions for improving user satisfaction.

Skills

User empathy

High volume product support

Strong written communication skills

Curiosity

Job description

• We are hiring a Product Support Specialist to join Client. In this role, you’ll be at the front lines of safely delivering AI to the world. By responding to, investigating, and tracking user needs, you will help ensure users have a great experience with Cient products.
• Requirements Become an expert in all Client products Respond to user support cases in a high volume environment Clearly and empathetically communicate with a wide range of user personas.
• Prioritize critically and comfortably adapt to an ever-evolving product landscape Partner with engineers, teammates, and other internal stakeholders to diagnose and resolve user issues, both individually and at scale
• Provide suggestions for improving user satisfaction through support processes as well as to increase efficiency and drive down contact rates

You might be a good fit if you:

• Have 2+ years of experience with high volume product support, preferably in a second tier or escalated support team
• Have demonstrated an ability to thrive in fast-paced, reactive situations Possess strong user empathy and are expert in the lifecycle of a support case;
• you can read between the lines of a user’s question, put yourself in their shoes, and get at the heart of their needs for a speedy, satisfying resolution
• Have crisp but kind written communication skills and a deep care for the details
• Enjoy helping others learn about new features and complex concepts Are persistent and curious;
• you delight in the hunt of tracking down a bug or issue, and are energized by fixing this for all similar users going forward Have experience contributing to the foundations of a support team
• this is essential, highly valuable, but often unglamorous work
• Are proficient at working in a technical environment and are interested in Client’s products