Product Support Representative IV

This is a fully remote position, open to applicants in Pennsylvania.

📋 Description

• Address client inquiries related to product application support concerning the company's software.

• Examine issues with software applications to pinpoint problem areas and suggest corrective measures.

• Propose solutions to client application inquiries.

• Act as a subject matter expert and escalation point for intricate client issues.

• Engage in advanced client interactions by diagnosing root causes and offering strategic recommendations.

• Lead troubleshooting efforts for high-priority issues, including managing software dependencies.

• Utilize internal tools, logs, and system analytics to investigate trends and implement long-term solutions.

• Serve as the voice of the customer by providing insights and feedback for product improvements.

• Maintain responsibility for escalated cases from the moment of intake until resolution.

• Mentor and offer technical guidance to junior team members.

• Ensure consistent service quality during critical coverage periods.

• Proactively identify process gaps and suggest enhancements.

⛳️ Requirements

• High School Diploma or an equivalent GED.

• Over 10 years of experience in a client service or technical support position.

• Proficient in Microsoft Office.

• Familiarity with popular enterprise software solutions (e.g., NetSuite, Salesforce, Oracle, SAP, MS Project, SmartSheet).

🏝️ Benefits

• Work-from-anywhere environment.

• Unlimited PTO.

• Comprehensive benefits package.

• Employee resource groups.

• Casual dress code.

• Prioritized employee wellness.

• Commitment to diversity and inclusion.

• A voice in the company.

• Support for new hires.

• Opportunities for career development.

• Educational assistance.

• Employee referral bonus.

• Progressive parental leave.