Product Support Specialist

This role is responsible for maintaining client relationships via the support channel, being a "trusted advisor" to clients, and routing their requests to the appropriate departments or persons for most effective, efficient and timely resolution of client needs. This role will involve supporting a suite of products including On-boarding, timecard system and production accounting system.

Job Responsibilities:

• Provide software training and demonstration to clients and/or prospects as needed. May sometimes entail local or remote travel.
• Investigate and resolve problems associated with software bugs or client user experiences
• Conduct proprietary software testing, troubleshooting, and problem-solving
• Track and monitor issues and requests
• Phone based support for clients and remote users
• Perform occasional emergency support services and system maintenance after hours, including weekends and holidays
• Field help requests and problem reports from the customer support team related to business and/or internal applications
• Track and document the problem-solving process for issues addressed, including decisions made and actions taken
• Perform post-resolution follow-ups with appropriate stakeholders
• Perform other projects and duties as assigned

Requirements

• High school diploma plus 3 to 5 years directly related experience
• Excellent customer service skills
• Experience providing on-the-job based training and/or providing training directly to clients
• Ability to become highly familiar with client facing applications from the perspectives of both an expert user and a technical analyst

FLSA Status: Exempt