What are the responsibilities and job description for the Product Support Specialist position at Singlewire Software?
Who We Are
Singlewire Software develops and supports innovative voice applications centered around secure, fast, and reliable mass notification capabilities. Our mission is clear - produce excellent products that lead the market and exceed the expectations of our customers!
The Opportunity
The Product Support Specialist reports to the Customer Success Manager. As part of our team, you will be a highly visible member responsible for the post-sale success and satisfaction of Singlewire Customers. Your primary responsibility is to provide subject matter expertise to customers needing assistance with configuration, feature adoption, troubleshooting, and product training following the installation of our InformaCast and / or Visitor Aware software products. You will manage multiple engagements and drive a consistent customer experience, process adherence, and early value recognition for customers across a variety of verticals.
As a Product Support Specialist, you are a product expert with the ability to transfer that knowledge to customers. This involves meeting with customers, partners, and consultants to ensure objectives are being met in a collaborative manner. You will identify, manage, and escalate any delivery roadblocks, risks, or issues.
Job Responsibilities :
- Manage customer engagements throughout the customer lifecycle
- Handle high volume of customer contacts through phone and email each day
- Work closely with the Professional Services team to deliver post-deployment trainings
- Provide consultative reviews and health-checks by analyzing business needs
- Follow-up on outstanding Support tickets and bring to resolution
- Drive customer retention
- Work with management to improve systems and processes
- Reinforce the unique value and benefits of products
- Think with a customer-first mindset and advocate for the customer's needs
- Share customer feedback across departments to resolve customer challenges
- Work towards Key Performance Indicators (KPIs), both individually and as part of a team
You May Be Right for Us If You Have Experience In :
At Singlewire, we believe what we do really matters. We are passionate about our work, our employees and our customers. We are a community of collaborators that share to reach common goals. We also like to have some fun along the way. We offer competitive compensation and great benefits including 401K match, health, dental, vision and life insurance.
