Product Support Specialist
6 days ago
Job Title: Product Support Specialist
Job Summary:
Nedap Retail is a leading provider of innovative solutions for retailers across the globe. As a Product Support Specialist, you will be part of the iD Cloud North American Solutions Expert Team, responsible for providing level 1 and 2 support to customers. You will investigate and resolve complex technical issues related to our apps, web application, and hardware, working closely with the Support and Solutions team to ensure timely resolution of support tickets.
Your Responsibilities:
- Respond to and resolve technical issues as outlined in our SLA's, ensuring prompt and complete problem solving to technical challenges and business issues.
- Escalate complex issues to product and development teams.
- Provide QA assistance to the product and development teams with app releases and ongoing testing of new and existing features/improvements to our product(s).
- Create and maintain technical documentation that transforms complex information into concise documentation for our customers.
- Monitor and react to alerts in our own cloud environment.
- Build and maintain excellent relationships with clients and achieve the highest level of customer satisfaction.
- Run Support Portal trainings for customers in coordination with the Implementation Team.
Requirements:
- 5+ years of related experience.
- Technical proficiency.
- Critical thinking and problem-solving skills.
- Process improvement mindset.
- Quality testing experience.
- Experience working in/managing a support task ticketing system.
- Hardware and software experience.
- Excellent communication and collaboration skills.
- Able to set priorities and manage time effectively.
- Able to exercise a high level of independence and freedom in a solution-driven environment.
Additional Requirements:
Must be able to work in the Burlington MA office a minimum of 2 days per week, as well as other days as needed.Able to travel domestically or internationally 10-20%.Spanish speaking is a plus.-
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