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Product Support Specialist

2 months ago

St Louis, Missouri, United States ECI Software Solutions Full time
About ECI Software Solutions

ECI Software Solutions has been a leading provider of industry-specific, cloud-based business management software and services for over 30 years. Our solutions integrate into every aspect of a customer's business, helping them level the playing field, run day-to-day operations more efficiently, and free them up to focus on what matters most.

Our Mission

At ECI, our mission is to enable the entrepreneurial spirit of small and medium-sized business owners. We deliver amazing software solutions and have an award-winning company culture that prioritizes employee well-being, innovation, and leadership.

Job Summary

We are seeking an experienced Technical Support Specialist to join our team. As a Technical Support Specialist, you will be responsible for providing exceptional technical assistance and customer support to users of our eCommerce solutions. You will serve as the primary point of contact for addressing customer inquiries, troubleshooting issues, and ensuring a seamless user experience.

Key Responsibilities
  • Act as a Subject Matter Expert for products you support, with deep technical knowledge of the applications and supporting software products.
  • Diagnose and verify system issues as it relates to the supported product.
  • Serve as an escalation point for other members of the support team to diagnose and resolve complex issues.
  • Document and confirm suspected software defects and product requests. Provide detailed test cases and results to the DevOps team for resolution.
  • Act as a technical and knowledge resource for internal teams such as DevOps, Product Management, and Professional Services.
  • Act as liaison to other internal teams and advocate for customer product concerns. Participate in different types of development meetings and provide input and prioritization of reporting defects and enhancement requests. Address supportability concerns related to product functionality.
  • Act as the Support Readiness facilitator including arranging appropriate training, documentation, and other support preparedness activities.
  • Review top causes of customer issues and recommend changes to product, training, and support offerings.
  • Technical documentation resource and reviewer of Knowledge Base articles and documentation.
Requirements
  • Experience with B2B eCommerce or ERP software products required.
  • Investigate complex issues involving code, data, or environmental components.
  • Strong troubleshooting skills with ability to find solutions.
  • Strong excel skills.
  • Review and contribute to the Knowledge Base articles.
  • Provide timely follow-up to customers.
  • Provide thorough and complete Intercom back-office updates and documentation of customer issues.
  • Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.
  • Stay current on evolving product functionality and new releases.
  • Knowledge of web technologies required.
  • An outgoing personality that enjoys working with customers and solving problems.
  • Excellent communication skills with a focus on delivering world-class customer satisfaction.
  • Provide thought leadership on continuous improvement of our customer experiences.
  • Clear written and verbal communication skills with excellent follow-up.
What We Offer

We offer a competitive benefits package, including paid volunteer time off, and a dynamic work environment that prioritizes employee well-being and innovation. If you are a motivated and customer-focused individual with a passion for technical support, we encourage you to apply for this exciting opportunity.