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Technical Product Support Specialist
2 months ago
???? **Privacy Notice**
**Technical Product Support Specialist**
San Francisco, CA / Product Product Support / Full Time **In this role, you will:**
+ Develop and deliver scalable, repeatable & predictable support processes
+ Deliver technical support and product guidance to Zignal Labs' users, both internal and external, including first and second level triage and resolution during the western region business hours M-F 9am-6pm and occasionally beyond as needed for escalations
+ Liaise and manage communications between internal and external customers and internal users with the Product and Engineering teams on bug identification, tracking and resolution, as well as feature and enhancement requests
+ Work closely with Support and Training leadership team, develop strategy and execution path for support and training documentation
+ Create internal and external product support documentation, including updates to the customer-facing Zignal Knowledge Base to instill product knowledge on existing and new features for all customers
+ Map customer journeys in a documented form and contribute to presentation materials
+ Enable the Customer Value leadership to enforce program structure to drive customer product adoption to increase customer usage
+ Achieve positive outcomes and feedback from internal and external customers
**In order to be successful in this role you will need:**
+ 2+ years of prior experience in a customer-facing product/technical support role of a SaaS product
+ Experience with ticketing & support software such as JIRA, Zendesk, Freshdesk, or other customer support tools
+ Outstanding time management skills with proven ability to complete tasks and assignments on time -- with a positive can do attitude
+ Strong sense of duty and pride in resolving customers technical issues, showing sincere caring and empathy
+ Exceptional written & verbal communication skills, and flawless conflict resolution & crisis management skills
+ Problem-solving skills to perform root cause analysis and identify solutions, document solutions, and develop techniques to mitigate those issues from reoccurring
+ Ability to thrive in a fast-paced and dynamic environment, working with many cross-functional stakeholders
+ SalesForce, Excel experience
+ Experience with media monitoring and analysis for communications, security, & risk management use cases
+ Familiarity with social media data/analytics
+ Understanding of Boolean operators
+ Familiarity with API query language
