Senior Product Support Specialist: Escalations & Training

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

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.