Welcome to the Support Team as a new PSS (Product Support Specialist) team member! Below is the job description and requirements for reference as we get you started on your training and break down each of these into more detail!

What You’ll Do:

Respond to requests received through email, web sites, phone calls. Responsible for answering and escalating initial incoming helpdesk requests, which can be emails, calls, or tickets submitted by customers. Ability to troubleshoot simple issues with remote sessions via LogMeIn. Assist with answering questions internally for various departments within the company. Also, answering and routing incoming phone calls and emails across all departments.

Examples of basic customer issues include but are not limited to:

Usage problems
General questions/inquiries
Standard Computer and Browser Troubleshooting
Campaign requests - Activate, Adjust, Stop, Investigate
Connectivity - Installs, Restarts, Health checks, SMS Changes
Opportunities to educate on the product

Gather the customer's information and determine the customer's issue by documenting/analyzing the symptoms with as much information as possible from the end user and helping identify/resolve the underlying problem

Identify solutions

If a solution is identified/known, they are to rectify the issue and report back to the customer that it has been resolved immediately, not delegated to another tier or department. The preferred medium of communication will be:

Email (assuming a ticket has been generated, if not, there should be)
Phone
Tech touch announcements

If no solution is available or unable to be executed, the ticket shall then be escalated to a higher tier. Escalations surrounding software frustrations/issues will not be passed back to Account agents to handle.

Responsible for managing and maintaining the internal and external knowledge management system (Knowledge base) for product training and knowledge.

Training Articles:

What You’ll Need:

1-3 years Help Desk and/or Customer Service experience
Experience supporting customers using SaaS solutions or internet/mobile products.
Product Support Specialists will have a general understanding of the product or service and may not always contain the competency/knowledge/accessibility required for solving complex issues. Nevertheless, the goal of this group is to handle 70%-80% of the user problems before finding it necessary to escalate the issue to a higher level.
Product Support Specialists will typically handle straightforward and simple problems using Jira, Confluence, LogMeIn and proprietary software.
Ability to multitask, prioritize and manage time effectively
JIRA Help Desk experience preferred.

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