Senior Product Support Specialist (Ref. # G2SPSS)

About G2 - Our People 

G2 was founded to create a place where people will love to work. We strive to create meaning in work and provide more than just a job: a true calling. At the heart of our community and culture are our people. Our global G2 team comes from a wide range of backgrounds and experiences, and that’s what makes our G2 community  strong and vibrant. We want everyone to bring their authentic selves to work, and we do this through our company and team events, our G2 Gives charitable initiatives, and our Employee Resource Groups (ERGs). 

Our employee-led, leadership-supported ERGs celebrate the diversity of our team, foster inclusivity and belonging, and create a space to connect to each other. Through connections and understanding, we build a stronger and more dynamic global team and help every person reach their personal peak.

We support our employees by offering generous benefits, such as flexible work, ample parental leave, and unlimited PTO. Click here to learn more about our benefits. 

 

About G2 - The Company

When you join G2, you join the global team behind the largest and most trusted software marketplace. Every month, 5.5 million people come to G2 to inform smarter software decisions based on honest peer reviews. Authenticity is our focus, and every day we help thousands of companies, and hundreds of employees, propel their potential. Ready for meaningful work that starts and ends with compassion and heart? You’ve come to the right place.

G2 is going through exciting growth! We’ve recently secured our Series D funding of $157 million, which will further allow us to grow and develop our product and people. Read about it here!

About The Role

The Senior Product Support Specialist will work closely with the Product Research & Development Team to support buyers and vendors in connection with G2.com Inc.’s products. The Senior Product Support Specialist will utilize knowledge of company’s: Products, Integrations, Solutions and Resources to convey technology to technical and non-technical constituents.

In This Role, You Will: 

• Partner with teams to address and ensure customers’ and prospective clients’ needs are met, and that the smoothest path to
  resolution is taken.
• Ensure all information and data for G2.com Inc.’s website is up-to-date and accurate.
• Facilitate customer service processes to ensure/maintain G2.com’s commitment to high-level service for both internal and external stakeholders. Will perform research and assist appropriate
  teams with projects (as needed).
• Manage customer expectations and be the primary point-of-contact for prospective customers as well as internal team members.
• Communicate and collaborate with customers, internal stakeholders and vendors and assist with Tier I and Tier II support requests.
• Diagnose problems and build knowledge of solutions in order to route tickets and optimize support processes.

Position is fixed location based in Chicago, IL office; however, telecommuting from a home office is allowed 100% of the time. 40 hours/week. Monday-Friday, 9:00 am-5:00 pm.  This position qualifies for the company’s employee referral program which includes incentives.

Requirements:

• Bachelor’s degree in Management Information Systems, Data Analytics, Computer Science or a directly related field
• 2 years of experience in technical customer service environment.
• 1 year of experience reading and understanding Ruby on Rails
• 1 year of experience executing queries in SQL
• 2 years of experience with Salesforce Service Cloud

Our Commitment to Inclusivity and Diversity

At G2, we are committed to creating an inclusive and diverse environment where people of every background can thrive and feel welcome. We consider applicants without regard to race, color, creed, religion, national origin, genetic information, gender identity or expression, sexual orientation, pregnancy, age, or marital, veteran, or physical or mental disability status. Learn more about our commitments here. 

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