Senior Product Support & Systems 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

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