BIM One is hiring a
Product Support Specialist, Remote - United States
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Product Support Specialist closed
🏢 BIM One
💵 $40k-$60k
📍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
This job is filled or no longer available
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