Product Support Specialist

This is a fully remote position, open to applicants in Alabama, +6 more states.

📋 Description

• Further categorize, comprehend, document, and resolve customer support inquiries.

• Offer support, education, and coordination for both internal and external users.

• Interact with customers utilizing Connect, Untangle, and Resolve communication standards.

• Take responsibility for customer support tickets until they are resolved.

• Configure and troubleshoot software solutions based on customer specifications, processes, best practices, and timelines.

• Suggest solutions to customers and internal R&D teams to mitigate recurring issues and minimize implementation/support efforts.

• Escalate support issues to development teams when necessary.

• Log and update support activities, tickets, and knowledgebase articles in support portals and communication platforms.

• Keep an updated understanding of relevant best practices and procedures in the functional area.

• Engage in customer experience and onboarding projects, including data preparation/entry, report generation, and configuration and installation of software/hardware.

• Provide phone and email support during weekends and after hours as required or scheduled.

• Cultivate a strong understanding of one or more ALINE product verticals.

• Achieve or surpass ticket-resolution and customer-satisfaction targets.

• Maintain a positive and professional demeanor in all customer interactions.

⛳️ Requirements

• An associate's or bachelor's degree, or demonstrated experience in customer support/service or technical support/software analysis is required.

• A minimum of 1–2 years of relevant experience is necessary.

• Proficiency in diagnosing complex software issues.

• Familiarity with relational databases and basic SQL principles.

• Strong time management capabilities.

• Determination in problem-solving and critical thinking.

• Adaptability, eagerness to learn, and self-motivation.

• Proficiency in Microsoft Office, particularly Outlook, PowerPoint, Word, and Excel.

• Possess empathy and a calming presence, with the ability to understand customer needs.

• Capability to de-escalate conflicts and identify diplomatic solutions.

🏝️ Benefits

• Opportunity for professional growth and development.

• Access to comprehensive training programs.

• Flexible work schedule options.

• Health, dental, and vision insurance plans.

• Employee wellness programs and initiatives.