[Hiring] Senior Product Support Specialist @SOCi

Role Description

The Senior Product Support Specialist will play a pivotal role in ensuring the success and satisfaction of SOCi’s clients by providing expert-level support for our products. This individual will be responsible for troubleshooting and resolving complex product issues, working closely with cross-functional teams to ensure client needs are met promptly and effectively.

• Provide advanced product support to clients, troubleshooting and resolving complex issues related to SOCi’s platform and services.
• Serve as the primary point of contact for escalated support cases, ensuring timely and effective resolution.
• Collaborate with product management, engineering, and other internal teams to diagnose and resolve product issues, providing detailed feedback and insights to drive product improvements.
• Develop and maintain comprehensive knowledge of SOCi’s products and services, staying current with new features, updates, and industry trends.
• Create and maintain detailed documentation of support cases, resolutions, and best practices to facilitate knowledge sharing and continuous improvement.
• Conduct regular training sessions and workshops for clients, providing guidance on best practices and optimal use of SOCi’s platform.
• Mentor and provide guidance to junior support specialists, fostering a culture of continuous learning and professional development within the support team.
• Monitor and analyze support metrics to identify trends and areas for improvement, implementing strategies to enhance the overall client support experience.
• Participate in client success initiatives, contributing to the development and implementation of strategies to drive client engagement, satisfaction, and retention.

Qualifications

• 5+ years of experience in product support, technical support, or a related role within a SaaS or technology company.
• Strong technical troubleshooting skills, with the ability to diagnose and resolve complex product issues.
• Knowledge and working experience of APIs and SQL.
• Excellent communication and interpersonal skills, with the ability to effectively convey technical information to both technical and non-technical audiences.
• Proven track record of delivering high-quality customer support and achieving client satisfaction.
• Experience with support ticketing systems and customer relationship management (CRM) tools.
• Ability to work collaboratively in a fast-paced, dynamic environment, managing multiple priorities and deadlines.
• Strong analytical and problem-solving skills, with a proactive approach to identifying and addressing potential issues.
• Passion for continuous learning and professional development, with a commitment to staying current with industry trends and best practices.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, Business, or a related field; or equivalent work experience.

Benefits

• Comprehensive Benefits Package (full-time permanent, non-contract roles only)
• Health insurance plans, dental, and vision
• Wellness incentives
• 401(k) plan with employer match
• Flexible Work Environment (full-time, non-contract roles only)
• Flexible paid time off
• Quarterly wellness days
• Paid holidays
• Unique employee engagement programs
• Empowering Career Growth and Success