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Product Support Specialist
2 months ago
EleVia Software, headquartered in Minneapolis, MN, was founded in 2009. EleVia provides software for finance and field professionals in the architectural, engineering and construction market. We develop, deliver and support software to extend the value of the Deltek Vision and Vantagepoint ERP systems. Our products elevate and enhance key financial and operational processes — giving valuable insight into project performance and profitability.
As a Product Support Specialist, you are responsible for handling support requests from new and existing customers on a variety of topics. Using his/her knowledge of products or services, as well as outstanding customer service skills, this professional provides front line customer service via phone, chat, and email for EleVia’s products. This isn’t a call center job – you will be collaborating with the customer, product development, and team members to work the cases to resolution. The most successful person in this role is someone resourceful and a willingness to help our customers with their solution needs.As your knowledge of our product and industry grows, you will be making a difference with our customers, contributing to the smooth operation of their business.
Responsibilities:
Responds to incoming support requests in a prompt, professional and helpful manner.
Clearly documents all customer interactions via Salesforce case tracking system based on current policies and procedures.
Utilizes basic troubleshooting skills, Knowledgebase articles and fundamental product knowledge to resolve low to moderately complex support tickets.
Create Knowledgebase articles and review articles for accuracy based on case issues.
Schedule and conductsessions with customersto resolve in-depth issues and gather supplemental information on the issue, including screen captures, log files, error messages, etc.
Effectively manages and escalates issues with peers and team members for warm transfer process with a fully documented case including all background information gathered during customer interactions
Attempt to duplicate suspected defects in VM lab environment
Determine if existing issue relates to known defect currently being tracked in the JIRA database
Qualifications:
Ability to problem solve for researching andtroubleshooting customer questions
Excellent time management and organizational skills
Strong listening skills
Outstanding communication skills, both oral and written
Highly self-motivated and directed with a high level of attention to detail.
Prior customer service experience a plus.
Education and Experience:
Accounting/Finance or CS degree and/or equivalent experience
Direct experience with Deltek Vision/Vantagepoint software or similar accounting system is a plus
Experience with CRM Case Management platforms such as Salesforce Service Cloud is a plus
Experience working in a team-oriented, collaborative environment
Proven analytical and problem-solving abilities
This is a remote, full-time position with some off hour activity to support the customer base during off business hours. Some travel (10%) maybe required.
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