Senior Product Support Specialist

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

📋 Description

• Manage and resolve escalated issues effectively.

• Collaborate with engineering and other teams as a Subject Matter Expert (SME).

• Recognize trends and implement necessary adjustments.

• Identify, quantify, and apply technological improvements to processes and systems.

• Work with business stakeholders to outline product features and convert them into user stories.

• Engage in advanced troubleshooting and facilitate resolutions.

• Communicate with business stakeholders and IT teams to gather problem specifics.

• Address technical concerns both synchronously and asynchronously, escalating as needed.

• Provide after-hours, overnight, and weekend on-call support.

• Document, review, and ensure adherence to quality and change control standards.

• Offer advanced support for VP-level personnel and above.

• Consult with teams, providing technical insight to resolve high-level issues.

• Develop requirements and specifications throughout project and product lifecycles.

• Identify diagnostic tools for effective troubleshooting.

• Research and implement software updates, drivers, and knowledge bases.

• Engage with vendors to address issues proactively and maintain vendor relations.

• Identify improvements in processes and systems that enhance team quality.

• Review and assess reports on call volume and quality.

• Evaluate recorded resolutions and analyze trends to mitigate future issues.

• Create and update knowledge base articles and training materials.

• Facilitate communication regarding troubleshooting methods across IT functions.

• Act as a resource for junior team members.

• Establish standards for call handling and best practices in problem resolution.

• Analyze information to determine additional training and coaching needs.

• Research and integrate relevant product update information.

• Typically reports to the Product Support Manager or Senior Manager.

⛳️ Requirements

• Must be at least eighteen years old.

• Must have legal authorization to work in the United States.

• Bachelor’s degree or equivalent in a related field.

• At least 3 years of relevant work experience.

• Proficient in standard Microsoft Office applications.

• Skilled in analyzing data and trends to implement process or standard operating procedure changes.

• Experienced in budget forecasting and compliance.

• Capable of selecting and engaging vendors while maintaining relationships.

• Proficient in auditing invoices for accuracy and processing them in accordance with financial standards.

• Skilled in managing contractual obligations and ensuring vendor compliance.

• Adept at utilizing and updating knowledge databases and training documentation.

• Demonstrated expertise in establishing high standards through action.

• Competent in standard help desk ticketing systems and remote monitoring and management software.

• Skilled in troubleshooting and diagnosing modern operating systems and software tools in virtualized and cloud-based settings.

• Typically requires overnight travel less than 10% of the time.

🏝️ Benefits

• Remote/Virtual work arrangement.

• Opportunity for after-hours, overnight, and weekend on-call support (compensation details not specified).