Product Support Specialist

Job Description

Job Description

Your Main Responsibilities :

• Responds to incoming support requests in a prompt, professional and helpful manner.
• Clearly documents all customer interactions via Salesforce case tracking system based on current policies and procedures.
• Utilizes basic troubleshooting skills, Knowledgebase articles and fundamental product knowledge to resolve low to moderately complex support tickets.
• Create Knowledgebase articles and review articles for accuracy based on case issues.
• Schedule and conduct sessions with customers to resolve in-depth issues and gather supplemental information on the issue, including screen captures, log files, error messages, etc.
• Effectively manages and escalates issues with peers and team members for warm transfer process with a fully documented case including all background information gathered during customer interactions
• Attempt to duplicate suspected defects in VM lab environment
• Determine if existing issue relates to known defect currently being tracked in the JIRA database

Qualifications :

Education and Experience :

Accounting / Finance or CS degree and / or equivalent experience

This is a remote, full-time position with some off hour activity to support the customer base during off business hours.