Product Support Specialist

We are seeking a friendly and enthusiastic Product Support Specialist to join our Product Support Team. As a Product Support Specialist, you will be on the front lines supporting, triaging, and resolving customer inquiries and completing various tasks assisting the broader Customer Success team. The ideal candidate must be able to communicate effectively and efficiently with customers, possess problem-solving skills, and above all, have a passion for helping others. You will join a fast-paced team focused on the success, retention, and expansion of our customers and gain the training and skills needed for a successful career supporting and servicing our customers. What you'll do: Respond to customer inquiries via email or chat in a timely and professional manner. Troubleshoot customer issues and provide appropriate solutions. Process and complete set tasks submitted by our Customer Success Managers on behalf of their customers. Ensure customer satisfaction by providing timely and accurate information. Work with Senior Support Specialists and Support Management to escalate complex customer issues to the appropriate department. Assist with customer data collection, data validation, and data entry. Follow up with customers to ensure their issues have been resolved. Provide feedback to the Support Management team regarding common themes related to customer complaints or issues. Help maintain and develop internal and external knowledge base articles. Work collaboratively with other departments to resolve customer issues. Participate in ongoing team and individual training to improve your technical skills and product knowledge. Who you are: 2 years experience working in software customer or technical support. Demonstrated ability to troubleshoot common browser issues, evaluate console logs, and communicate potential issues to the appropriate internal team. Ability to carry multiple customer requests or cases at once, ensuring appropriate follow up and investigation of each. Able to leverage internal and external documentation and various tooling to evaluate and resolve as many issues as possible. Strong and personable customer service skills while interacting with customers. Ability to write clearly and concisely, often communicating next steps to customers. Highly-organized individual with the ability to manage their time and priorities. Attention to detail when evaluating cases and customer requests-- accuracy is key. Strong problem-solving skills and ability to think creatively. Ability to exercise discretion and independent judgment with respect to prioritization of assigned tasks.

Electric empowers small and medium-sized businesses with everything they need to take control of their IT and security environment. Our best-in-class software provides SMBs with the insights and tools to make IT easy (even if you're not an IT expert)! From mobile device management to employee onboarding and offboarding, SMBs can manage their IT with transparency and confidence in the Electric IT Hub. Our employees are our most valuable asset. We have a people-first culture that prioritizes inclusion, support, growth, and development. You're not just an employee here; you're an important part of our community and our mission to make IT easy and reliable for SMBs.