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Product Support Specialist
2 months ago
Job Title: Product Support Specialist
Nedap Retail is a leading provider of innovative solutions for retailers worldwide. Our mission is to empower retailers to deliver exceptional customer experiences through cutting-edge inventory management and security solutions.
Job Summary
We are seeking a highly skilled Product Support Specialist to join our iD Cloud North American Solutions Expert Team. As a key member of our team, you will be responsible for providing level 1 and 2 support to our customers, investigating and resolving complex technical issues, and collaborating with our Support and Solutions team to ensure timely resolution of support tickets.
Your Key Responsibilities:
- Respond to and resolve technical issues in a timely and professional manner, ensuring prompt and complete problem-solving to technical challenges and business issues.
- Evaluate and escalate complex issues to product and development teams, ensuring seamless communication and collaboration.
- Provide QA assistance to the product and development teams, ensuring high-quality app releases and ongoing testing of new and existing features.
- Develop and maintain technical documentation, transforming complex information into concise and user-friendly content for our customers.
- Monitor and react to alerts in our cloud environment, ensuring proactive issue resolution and minimizing downtime.
- Build and maintain strong relationships with clients, achieving the highest level of customer satisfaction and loyalty.
- Collaborate with the Implementation Team to deliver Support Portal trainings for customers, ensuring seamless onboarding and adoption.
Requirements:
- 5+ years of related experience in technical support or a related field.
- Strong technical proficiency, with a focus on troubleshooting and problem-solving.
- Excellent communication and interpersonal skills, with the ability to explain complex technical concepts in a clear and concise manner.
- Ability to work independently and collaboratively as part of a global team environment.
- Strong time management and prioritization skills, with the ability to set priorities and manage multiple tasks effectively.
- Ability 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, with flexibility to work from home or other locations as needed.
- Able to travel domestically or internationally up to 20% of the time.
- Spanish speaking is a plus, but not required.
Salary: $65,000-$80,000
