Product Support Specialist- Remote

3 weeks ago

Kansas City Missouri, United States Xplor Full time
Job Description

You’ll join our team in our Field Services vertical — the team that provides support and expertise to field service professionals across the world. From interior HVAC to exterior landscaping, we’ve spent time mastering the details so the business experience on both sides is smooth, simple, and easy.

We are searching for the right dynamic individual to complement and enhance our support team. As a Product Support Specialist, you’ll focus on handling customer inquiries related to our software product(s) via chat, phone and email while building upon your in-depth knowledge of client needs to identify opportunities to enhance the overall Field Services’ customer experience. Team members are engaged in our mission to provide unparalleled expertise to our customers. As a Product Support Specialist, you will have the opportunity to wear many hats. Some of what you will experience includes the following:

working with our customers; teaching, guiding, and problem solving

working with our Product team to perfect and improve our software

leading online troubleshooting sessions with customers

becoming an expert at our software and market so you can prepare for future opportunities within Field Services and/or Xplor

Responsibilities:

Answer routine questions on how to best use the software for our customer’s business needs

Troubleshoot any data or software issues related to the core system features of our product to determine if a data or procedural issue exists versus a software bug

Provide information on available product training resources

Leverage real-life interactions to improve technical documentation and self-service resources

Identify common questions/issues that can be solved through deflection to an automated self-service portal and/or help center

Enter and maintain a log of all customers interactions and issues. This includes all support email interactions, phone calls, chats, and any other pertinent information.

Submit system performance issues, data updates, and feature requests to Level III team members for escalation

Continuously improve your knowledge of the product to optimize the collective team knowledge and provide the best possible customer service to increase customer satisfaction and product engagement

Be a voice of the customer to the Field Services team; reflect on your knowledge of common customer needs to identify opportunities for process improvements and effectively communicate findings / recommendations to teammates to improve the overall customer experience

Support and encourage your colleagues in any way possible

Assist on special projects and any other tasks as necessary

Adhere to company and team policies and procedures

Meet established team and individual goals and metrics as required 

This position is set with an hourly rate of $21.00/hour.  

May be considered for a discretionary bonus.

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