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Product Support Specialist - Austin, United States - SourceDay
Description
**Product Support Specialist**
Austin, TX
Full Time
SUPPORT
Mid Level
**Job Description**
SourceDay is the first and leading cloud-based software solution that automates the procurement and purchase order management process for manufacturing and distribution companies to manage their direct spend. Hundreds of manufacturers use SourceDay to manage the billions of dollars that they spend on the materials they need to make their products. Our goal is to help our customers eliminate human error and inefficiency while dramatically improving a companys ability to maximize margin and meet customer commitments on time.
We are currently expanding our customer product support team by adding hard-working and passionate professionals to ensure that both our external customers and internal employees are fully knowledgeable on the SourceDay solution. Our team strives to create a positive, team-oriented environment where everyone is part of the solution. As a key team player, you will work as part of a team of support professionals to provide product education and support to our growing customer base.
This position will primarily communicate with external customers as well as interact and collaborate with multiple internal teams such as Support, Operations, Integration, Product, Engineering, and Customer Success to ensure a positive customer experience.
**Responsibilities**
As a Product Support Specialist, you will own ultimate responsibility for customer support satisfaction for incoming help desk tickets, chats, phone calls, emails, and other possible forms of customer communication.
? Resolve customer issues via multiple incoming and outgoing channels.
? Provide excellent customer service by exceeding customer expectations.
? Identify technical or product issues and work with a highly creative development team to resolve them with a sense of urgency.
? Manage customer expectations regarding estimated response times for resolution.
? Exhibit a deep understanding of the SourceDay solution and speak with customers about the most relevant features/functionality for their specific business needs.
? Expertly address challenging questions while providing answers that are professional and easy to understand.
? Understand and empathize with end-user challenges and issues and recommend best practice solutions.
? Foster strong relationships with other SourceDay departments to find resolutions and work toward product improvements.
? Collaborate with the SourceDay engineering group on potential product ideas and solutions. SourceDay Product Support Specialist
? Work with our Technical Operations group on prioritizing and managing ticket statuses and escalations.
? Perform user testing on new product enhancements and functionality, as needed.
? Perform other product and support functions, as needed.
**Qualifications**
? Experience: Real-world client support experience, communicating and resolving issues directly with clients. Minimum **2-years experience in SaaS software support** and familiarity with software such as with JIRA, Zendesk, and Confluence.
? Detail Oriented: Strong attention to detail and a passion for accuracy.
? Comprehension: Ability to learn quickly and grasp complex concepts and use attention to detail while problem-solving.
? Problem Solver and Creative Thinker: Utilizing your creativity to turn real problems into simple and elegant solutions to be shared and built upon with your peers.
? Technical: Capacity to quickly learn new technologies and programs.
? Excellent Communicator: You are able to communicate quickly and effectively, through multiple channels, displaying the ability to connect and build relationships with both internal and external customers.
? Passionate: You are passionate about helping your clients maximize the benefits of SourceDay and understand the importance of success to the account and the individual.
? Energetic and Creative: You love the creative process and think outside the box.
? Organized and Efficient: You know how to prioritize the critical without losing sight of other initiatives. Ability to multitask and meet deadlines in a fast-paced environment.
? Committed: Strong desire to be an active, long-term participant in the growth of your individual professional skills, as well as our corporate and product initiatives
**Position Type/Expected Hours of Work**
This is a full-time position. As our organization grows there is a potential for change in shifts. Currently, available shifts are between 7:00 am 4:00 pm or 10:00 am - 7:00 pm, Monday through Friday. Some night and weekend work may be required based on external customer needs. After-hours support may be required from time to time to accommodate international time zones. Minimal travel required.
SourceDay is an Equal Opportunity Employer and does not discriminate in employment opportunities on the basis of race, color, religion, sex, gender identity, sexual orientation, national origin, disability, marital status, age, veteran status, or disability.
**Located in Northwest Austin, Only Local Candidates to Apply**
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