Senior Product Services Engineer

Jobtailor; Juno Beach (FL); On-site; USD 60,000 - 85,000; Full time

Job summary

Jobtailor in Florida seeks an experienced Customer Support Specialist to respond to inquiries via phone, email, and chat. You will analyze customer pain points, replicate issues in a sandbox, and trace root causes as defects or changes.

You will collaborate with product teams to diagnose performance problems and contribute to code changes and hotfixes. You will work with product owners to prioritize enhancements, participate in Sprint planning and UAT, and help maintain the Customer Knowledge

Qualifications

• High School Grad or GED required.
• Bachelor's Degree or equivalent experience preferred.
• At least 4 years of experience in a related role.

Responsibilities

• Respond to customer queries via phone, email or chat in a timely and accurate manner.
• Research and analyze customer pain points by replicating issues in a sandbox.
• Trace root causes as system defects, product enhancements, or change management issues.
• Collaborate with product team to diagnose performance issues affecting customers.
• Contribute to minor code and script changes and deploy hotfixes for Class II changes.
• Work with product owners to prioritize system enhancements or break/fix issues.
• Participate in Sprint planning and user acceptance testing before releases.
• Troubleshoot with software engineering to test system enhancements.
• Develop and update the Customer Knowledge database for common requests.
• Strive for continuous improvement in operational and customer satisfaction metrics.

Skills

customer service

collaboration

communication

problem-solving

analytical skills

timeliness

attention to detail

investigative skills

prioritization

continuous improvement

Education

High School Grad

GED

Bachelor's Degree

Job description

Responsibilities

• Respond to customer queries in a timely and accurate way, via phone, email or chat
• Research and analyze customer pain points by replicating and testing the issue in the sandbox environment
• Conduct investigative work and trace root cause back as either a system defect, product enhancement or change management issue
• Collaborate with the broader product team to diagnose software performance or algorithm performance issues leading to customer dissatisfaction
• Contribute to minor code and script changes and deploy hotfixes for class II engineering changes
• Work with product owners to prioritize system enhancements or break/fix issues
• Participate in Sprint planning and user acceptance testing prior to release
• Work with software engineering to troubleshoot and test system enhancements
• Contribute to the development and update of the Customer Knowledge database for common requests
• Ensure continuous improvement to operational and customer satisfaction metrics

Requirements

• High School Grad / GED
• Bachelor's or Equivalent Experience
• Experience: 4+ years

Hard Skills

• code changes
• script changes
• hotfixes
• system enhancements
• user acceptance testing
• troubleshooting
• customer knowledge database
• root cause analysis
• product enhancement
• change management

Soft Skills

• customer service
• collaboration
• communication
• problem-solving
• analytical skills
• timeliness
• attention to detail
• investigative skills
• prioritization
• continuous improvement

Certifications & Qualifications

• High School Grad
• GED
• Bachelor's Degree