Product Support Expert
1 day ago
We are looking for an experienced Product Support Expert to help us drive user satisfaction and deliver exceptional customer experiences.
The role requires a deep understanding of assigned products and the ability to maintain technical expertise in their features and systems. The Product Support Expert will work closely with teammates and cross-functional partners to identify and develop comprehensive User Support processes.
This position involves resolving customer inquiries in an accurate and timely manner, writing and updating help articles, facilitating user training, and escalating issues as needed.
- Develop and implement effective User Support processes
- Collaborate with cross-functional teams to drive user-centric product improvements
- Write and update help articles, facilitating user training and escalation of issues as needed
- Conduct user account reviews and audits, upholding security standards and policies
- Investigate system performance and configuration changes
- Lead user training, primarily through online sessions, with occasional in-person training to demonstrate how to use tools
- Minimum of five (5) + years of experience in a service-oriented, customer-facing role
- Minimum of two (2) + years of utilizing a user support ticketing system; preferably Zendesk Support or Jira Service Management
- Experience with HTML5, CSS, and Regular Expressions is a plus
- Experience with Microsoft Office, Google Suite, Zoom, and other digital systems, platforms, and tools that support collaborative work required
- Experience with Atlassian products: JIRA, Confluence, and Service Desk; experience using JIRA to track project tasks is preferred
- Experience developing and achieving Key Performance Indicators
- Experience managing projects required
- We're recruiting for mission-driven, passionate, equity-minded individuals with a strong desire to impact and change people's lives for the better
- Our work holds great weight and responsibility, and the opportunity to impact the lives of millions
- Innovation, creativity, collaboration, and entrepreneurship are encouraged as employees work to achieve organizational goals
- FoundationCCC blends the impact of a non-profit, the culture of an entrepreneurial start-up, and the scale of a state agency
- Team members are hired for their expertise in niche areas across our areas of impact and higher education overall, and for their knowledge of business, philanthropy, technology, communications, and more
- We have a commitment to professional development and an emphasis on shared leadership, to ensure growth for employees and the organization overall
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