BIM One is hiring a
Product Support Specialist, Remote - United States

Summary

The Product Support Specialist role at EleVia Software involves handling support requests from customers on a variety of topics, using knowledge of products or services to provide front-line customer service via phone, chat, and email. The successful candidate will collaborate with the customer, product development, and team members to work cases to resolution. This is a remote, full-time position with some off-hour activity to support the customer base during off business hours.

Requirements

• Ability to problem solve for researching and troubleshooting customer questions
• Excellent time management and organizational skills
• Strong listening skills
• Outstanding communication skills, both oral and written
• Highly self-motivated and directed with a high level of attention to detail
• Accounting/Finance or CS degree and/or equivalent experience
• Direct experience with Deltek Vision/Vantagepoint software or similar accounting system is a plus
• Experience with CRM Case Management platforms such as Salesforce Service Cloud is a plus
• Experience working in a team-oriented, collaborative environment
• Proven analytical and problem-solving abilities

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

Preferred Qualifications

Prior customer service experience a plus

Benefits

• This is a remote, full-time position with some off-hour activity to support the customer base during off business hours
• Some travel (10%) may be required