Provider-Driven Digital Care

Senior Product Support Specialist

Customer SupportCustomer SupportFull TimeRemoteTeam 51-200Since 2010H1B No SponsorCompany Site LinkedIn

Location

United States

Posted

53 days ago

Salary

Not specified

2 yrs expExperience acceptedEnglish

Job Description

• Provide timely and effective product support to customer queries via various channels, including email, phone, and chat. • Troubleshoot and resolve product-related issues reported by customers, ensuring prompt resolution and customer satisfaction. • Diagnose and troubleshoot technical issues related to Force, including software functionality, connectivity, and user interface. • Collaborate closely with cross-functional teams, such as product management, engineering, and quality assurance, to identify and resolve product defects or enhancements. • Document and escalate complex technical issues to the appropriate internal teams for further investigation and resolution. • Support client meetings such as implementation calls, monthly client meetings, and Executive Business Reviews for enterprise accounts.

Job Requirements

2-4 years experience in troubleshooting skills and ability to systematically analyze and resolve technical issues.
Exceptional interpersonal and communication skills, with the ability to effectively communicate technical concepts to non-technical users. (Previous customer-facing experience in SaaS preferred)
Enjoy the challenge of following through on new processes and workflows to tackle challenges and are comfortable doing so in a fast-paced and ever-changing environment.
Experience with ticketing systems (Intercom preferred), CRM platforms, and other support tools is a plus.
Experience running, analyzing, and explaining standard client reports related to platform and support tool usage.

Benefits

Medical, Dental, and Vision Insurance: Comprehensive coverage to ensure you and your family's health needs are always met.
401k Retirement Planning: To set you up for long-term financial security with a company match.
Pre-tax Commuter Benefits: Pre-tax option towards parking and transportation to help you get around town.
Generous PTO: Ample vacation time, unlimited safe and sick time, volunteer time off, and extra holidays, so that you take the time you need.
Summer Fridays: A nod to work-life balance, ensuring you get the most out of those sunny summer days.
Remote-Friendly Workplace: We believe doing your best work means providing the flexibility to do that work in the environment where you feel most productive.