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    Product Support Specialist - Boston, United States - Seed Technology

    Seed Technology
    Seed Technology Boston, United States

    4 weeks ago

    Default job background
    Full time
    Description

    Role

    The Product Support Specialist helps customers understand product features, troubleshoots technical issues, educates internal users, and develops training programs.

    Responsibilities

    • Enhance product knowledge to improve team expertise and deliver top-notch customer service
    • Provide swift and effective customer support via phone/email/chat, assisting IPMs and CSMs
    • Manage client relationships with clear communication and documentation in various systems
    • Diagnose and document defects through detailed troubleshooting
    • Analyze root causes by replicating customer issues for escalation
    • Create technical defect tickets with replication steps for product and engineering teams
    • Identify common issues that can be resolved through automated self-service
    • Create and manage customer self-service materials within the help center
    • Collect and escalate common issues to drive improvements in support tools
    • Advocate for customers, identify process enhancement opportunities, and share recommendations with the team
    • Assist in establishing SLAs in a ticketing system based on issue severity and customer segment

    Skills

    • Ability to work with JSON data from API partners
    • Experience using tools like Postman for integration troubleshooting
    • Rapidly learn new software and technologies
    • Strong verbal and written communication skills
    • Adapt quickly to challenges with professionalism while supporting retail cannabis operators

    Benefits

    • Medical, Dental, and Vision coverage
    • 401(k) Retirement Plan
    • Employee Equity Program
    • Generous Paid Time Off
    • Flexible Work Hours
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