Product Support Specialist

2 days ago


New York, New York, United States Hillview Consulting Solutions Full time
Job Description

We are seeking a highly skilled Product Support Specialist to join our team at Hillview Consulting Solutions.

About the Role

The Product Support Specialist will play a critical role in ensuring the seamless operation and continuous improvement of our technology products. This position involves interacting with users to understand their issues, providing timely and effective solutions, and documenting user issues and resolutions accurately in our support system.

Key Responsibilities

  • Provide first-line support to users of our CRM via phone, email, and chat.
  • Diagnose and resolve user-reported issues, ensuring the highest levels of customer satisfaction.
  • Document user issues and resolutions accurately in our support system.
  • Write detailed and precise bug tickets for our development team, including steps to reproduce the issue, expected and actual results, and relevant screenshots or logs.
  • Collaborate with the development team to prioritize and track the progress of reported issues.
  • Conduct initial troubleshooting to identify whether issues are user-related or technical in nature.
  • Assist in the creation and maintenance of user manuals, FAQs, and other support documentation.
  • Monitor product performance and user feedback to identify trends and areas for improvement.
  • Participate in user acceptance testing (UAT) to ensure new features and fixes meet quality standards.
  • Provide training to users on new features and best practices.

Requirements

  • Bachelor's degree in a related field or equivalent practical experience.
  • Proven experience in a product support or technical support role.
  • Strong analytical and problem-solving skills.
  • Excellent written and verbal communication skills.
  • Detail-oriented with the ability to write clear and concise bug tickets.
  • Proficiency with support and bug tracking tools (e.g., Zendesk, Jira).
  • Knowledge of SQL for querying databases to gather information and assist in troubleshooting user issues.
  • Ability to work independently and as part of a team.
  • High level of patience and dedication to delivering outstanding user support.

What We Offer

Hillview Consulting Solutions offers a competitive salary, bonus, and benefits package, as well as opportunities for professional growth and development.



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