Product Support Specialist

Product Support Specialist

At SmartAction

Date Posted: 13 April, 2021

Location: USA Only, TELECOMMUTE

SmartAction, a fully remote company of ~70 people with an office in El Segundo, provides AI-powered virtual agents as software solutions for organizations across several industries, like retail, hospitality, roadside assistance, healthcare, utilities and more. Our company is going through a big and exciting transformation, which allows our employees and managers to wear several hats, lead strategic projects and be part of something bigger than just "day-to-day operations".

The Product Support Specialist is a client-facing, technical individual who will be responsible for fielding support messages and calls from our customers utilizing SmartAction's IVA applications. These support inquiries can varying, ranging from requests to answer a simple question about how the application works all the way to escalations of major outages. The ideal candidate has a friendly, solution-oriented personality, is a hard worker, strong verbal and written communicator, and is tech-savvy.

 
Responsibilities
  • Respond to SmartAction customers and third-party vendors through Zendesk. Address support line phone calls when they come in (typically a few per month). 
  • Proactively reach out to customers or third-party vendors when SmartAction monitoring identifies issues with API connetivity or telephony for IVA applications.
  • Provide superior customer service and contribute to a positive work environment
  • When support issues require Tier 2 or 3 support from IT or Engineering, you will engage the appropriate team(s) to resolve the issue. You may organize and manage conference call bridges for active troubleshooting between SmartAction and Customers' IT. 
  • Collaborate with internal client-facing and technical teams to improve monitoring to more proactively identify and resolve customer issues 
  • Participate in on-call rotation among Customer Operations team members. This includes approximately three 24-hour shifts per month, occasionally on weekend days. 
 
Skills and Experience

At a Minimum:

  • Excellent written and verbal communication skills, with the ability to interact with internal IT and Engineering teams, customers, and customer's leadership on technical issues.
  • Organizational skills and attention to detail, being able to work efficiently through a high volume of requests in a fast-paced environment
  • 1+ years in a customer-facing and/or technical role, such as a Support Team member, Customer Success Manager, Business Analyst, Consultant, etc.

 

Ideally, You'll Also Have:

  • Tech-savvy knowledge, making you adept at troubleshooting software and/or telephone connectivity issues  
  • Tenacity to see support issues through to resolution and exceed customer expectations 
  • Experience with Microsoft SQL 
  • Knowledge of Agile and/or Agile tools (JIRA) 
  • Contact center operations knowledge is a plus
 
Experience
  • 1+ years in a customer-facing and/or technical role, such as a Support Team member, Customer Success Manager, Business Analyst, Consultant, etc.
 
Education
  • Bachelor's (Preferred)
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