What are the responsibilities and job description for the Product Support Specialist III position at Accelon Inc?
Product Support Specialist III
Description :
Engage with company customers from the Engineering, Natural Resources, and Infrastructure (ENI) community by providing solutions, direction, and general troubleshooting. Reporting to a Technical Support Manager, you will resolve customer issues reported to us by phone, chat, web, online forums, and other channels. In addition to reacting to customer issues, you may also contribute to multiple proactive support activities; develop and present webinars, hosting Q&A sessions on our online communities, and publishing technical articles
Technical Support :
- Respond to support requests through multiple channels and following documented processes.
- Document support interactions in a company-wide case management system.
- Advance unresolved issues to senior staff.
- Research, verify, and document product defects.
- Manage personal backlog of support requests.
- Manage customer and partner expectations by providing updates on progress.
Internal Support :
Minimum Qualifications :
