Product Support Specialist

Product Support Specialist

Energage is a remote workplace with employees in various US locations.

While our employees enjoy the flexibility of daily remote work, they are also given the occasional opportunity for in person interaction. Whether in our office in Exton Pa, or in a coworking space/out in their local area. This role is available for remote work in a variety of locations with some exclusions:

• California
• Massachusetts
• New York City
• Washington
• Outside of the US

Your Mission as Product Support Specialist:

A little bit about us…Energage is a mission-driven B Corp that helps thousands of organizations transform employee feedback into actionable insights to improve their workplace culture, drive employee engagement and gain recognition for their efforts through our Top Workplaces program. Our unique combination of patented analytics tools, industry-leading experts, and data points from over 23 million surveys, separates Energage from other survey providers to provide truly actionable insights from a single, easy-to-implement survey.

As a Product Support Specialist, you will play a critical role in providing a world class experience to many of Energage’s thousands of customers. You will collaborate cross-functionally with our Sales, Product/Technology, and Customer Success teams to rapidly problem-solve, uncover efficiencies, and drive product adoption across our platform. As a member of our frontline team, you will be equipped to identify key product feedback to help drive the evolution of our services and offerings. 

Energage is a remote first culture with an office in Exton, PA where employees can come into our newly refurbished space to collaborate with teammates, enjoy a change of scenery, and even play some ping pong in the café, if that’s your thing! We have clients across the country but this role will be consistently scheduled 8:30am - 5pm with our eastern time zone team.

Core Responsibilities:

• Assist Energage customers with platform functionality and overall technical support via phone, email, and Salesforce cases
• Troubleshoot and resolve incoming customer issues in a timely manner including product enhancements, Knowledge Base best practices, and FAQ resources to aid in problem resolution
• Quickly adapt to each customers’ unique survey timelines and requirements to deliver a seamless survey experience 
• Proactively monitor and address customer and product issues, working quickly identify their root cause and business impact
• Provide our customers with direction, guidance, and best practices, based on a deep level of product and technical proficiency (after a comprehensive onboarding program)
• Provide consistent follow-through and tracking of escalated and active issues to ensure they are researched and resolved effectively and efficiently
• Advocate for Energage’s customers and be their voice as you collaborate with sales, product and customer success, providing product feedback and escalations critical service issues expeditiously whenever necessary

 What You Bring to the Role:

• Customer Engagement: Build rapport with customers, understand and represent their needs when communicating internally, guide customers to best solutions
• Flexibility: Easily adapt to new policies and procedures, respond to challenges with positivity and enthusiasm
• Communication: Actively listen and communicate clearly and effectively both verbally and non-verbally. Demonstrate compassion and understanding; open to other view points in the interest of achieving best possible outcomes. Build positive relationships, use tact in sensitive situations.
• Self-Management: Ability to prioritize time and tasks with little direction in order to complete work on schedule; organized and efficient; ability to bring order to complex and competing demands.
• Action Orientation: Take initiative and action with a drive to achieve and be successful; seek out challenging situations; encourage others with positive and energetic support and enthusiasm.
• Interpersonal Effectiveness: Maintain credibility by following through with commitments; Take responsibility for mistakes; exhibit professional and appropriate emotional response to situations.

Ideal technical skills and Experience: 

• Salesfo