Product Support Specialist
3 weeks ago
Creative Alignments is a forward-thinking organization dedicated to driving systemic changes in the early childhood education system. Our mission is to create a more equitable and effective system that prioritizes the needs of families and providers.
Job SummaryWe are seeking a highly skilled Product Support Specialist to join our team. As a key member of our support team, you will be responsible for providing top-notch technical support to our clients, ensuring their issues are resolved efficiently and effectively.
Key Responsibilities- Provide expert product support and escalate complex issues to the engineering team as needed.
- Resolve technical issues via Zoom or other communication channels.
- Communicate with clients to ensure timely resolution of issues and adherence to Service Level Agreements (SLAs).
- Develop and maintain comprehensive product documentation for internal team members.
- Create knowledge bases for external clients to facilitate self-service and reduce support queries.
- Previous experience in software support roles, with a strong track record of delivering excellent customer service.
- Excellent communication and interpersonal skills, with the ability to work effectively with clients and internal stakeholders.
- Bilingual fluency in Spanish and English.
- Experience in writing and maintaining support documentation, with a focus on clarity and concision.
- Strong troubleshooting and critical thinking skills, with the ability to analyze complex technical issues.
- Familiarity with software development and troubleshooting, with the ability to start investigations on technical issues.
- Experience with Jira Service Management or similar ticketing systems.
We offer a competitive salary, flexible remote work arrangements, and a range of benefits to support your well-being and career growth. If you are a motivated and customer-focused individual with a passion for delivering exceptional technical support, we encourage you to apply for this exciting opportunity.
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