- Remote, Remote
- Category: Customer Support
- Type: Full-time
- Min. Experience: Some Experience
- Salary: $45,000 - $52,000
This role is not eligible for VISA sponsorship.
Job Summary
As a Product Support Specialist, your primary responsibility is to engage with customers seeking assistance with our Infobase portfolio of products. Your role involves providing exceptional customer service by addressing inquiries, troubleshooting issues, and delivering solutions in a timely manner. You will collaborate closely with cross-functional teams to ensure customer satisfaction and product functionality. This position requires excellent communication skills, a strong technical background, and a passion for helping customers succeed. Your goal is to enhance the overall customer experience while fostering long-term relationships and loyalty.
Essential Functions
- Respond to Incoming Inquiries: Field support calls, live chats, emails, support tickets, and other communications from users regarding Infobase product functionality, ensuring a prompt and helpful response.
- Consult and Troubleshoot: Engage with users to identify issues and expertly guide them through the troubleshooting process, facilitating effective resolutions.
- Replicate and Document Issues: Gather essential information and steps to replicate defects, ensuring accurate documentation for future reference.
- Collaborate for Solutions: Work closely with team members to research and develop solutions for user-reported problems, fostering a collaborative environment.
- Log Communication Accurately: Meticulously log all interactions and pertinent information in our ticketing, defect management, and account management systems to maintain comprehensive records.
- Escalate When Necessary: Identify and escalate complex issues to the digital or product teams, providing clear explanations and additional context to aid in swift resolutions.
- Manage Customer Accounts: Update authentication information on customer accounts in response to incoming requests, ensuring seamless access.
- Validate Orders and Subscriptions: Assist with validating orders and extending subscription access periods, enhancing customer satisfaction.
- Develop Self-Help Resources: Identify frequently asked questions and create informative self-help support articles to empower customers, while also maintaining the knowledge base for all Infobase products.
- Stay Informed: Maintain a thorough understanding of Infobase products, authentication processes, integrations, and systems to provide knowledgeable support.
- Additional Duties: Perform other related tasks as assigned, contributing to the overall success of the support team.
Knowledge, Skills & Abilities
- Product Knowledge: Gain and maintain a strong understanding of Infobase products and functionalities.
- Technical Proficiency: Familiarity with troubleshooting and software applications like Zendesk, Jira, and Google apps.
- Customer Support Systems: Knowledge of ticketing and account management systems for user interactions.
- Communication Skills: Strong verbal and written skills for clear information sharing.
- Problem-Solving Skills: Ability to analyze issues and develop effective solutions.
- Interpersonal Skills: Capacity to build rapport with customers and colleagues.
- Adaptability: Flexibility to manage changing situations and workloads.
- Attention to Detail: Focus on accuracy in documentation and communication.
- Time Management: Proficient in prioritizing tasks to meet deadlines.
Core Competencies
- Customer Service Orientation: Commitment to exceptional service and positive relationships.
- Effective Communication: Clarity and professionalism in interactions.
- Collaboration: Team-oriented, partnering with colleagues to resolve user concerns.
- Knowledge Management: Contribution to self-help resources and knowledge base.
- Continuous Learning: Eagerness to stay updated on product features and industry trends.
Key Accountabilities/Metrics
- Response Time: Average time taken to respond to incoming support inquiries (calls, chats, emails, etc.).
- Resolution Time: Average time taken to resolve user issues from the first point of contact to closure.
- First Contact Resolution Rate: Percentage of issues resolved during the first interaction without the need for escalation or follow-up.
- Customer Satisfaction Score (CSAT): Measurement of user satisfaction with support interactions, often gathered through post-interaction surveys.
- Ticket Volume: Number of support tickets handled within a specific timeframe, indicating workload and capacity.
- Knowledge Base Contribution: Number of new articles created or existing articles updated to enhance the knowledge base.
- Other KPIs as the business dictates
Minimum Qualifications
- High School diploma required, post-high school training preferred.
- 3+ years experience in a product support role in the educational technology industry, or other relevant experience
