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Product Support Specialist

extra holidays - extra parental leave

Remote:

Full Remote

Contract:

Full time

Experience:

Mid-level (2-5 years)

Work from:

United States

Offer summary

Qualifications:

Bachelor's degree or equivalent experience, 3+ years in technical support, Strong knowledge of Microsoft Office and Google Workspace, Experience with Jira, Confluence, CRM software, DB experience, SQL, XML, HTML, CSS, Javascript.

Key responsabilities:

Provide customer support for all products
Act as product expert and escalation point
Assist with complex customer on-boarding
Develop reports and participate in knowledge base maintenance
Analyze trends for product enhancements

1WorldSync Information Technology & Services SME https://www.1worldsync.com

501 - 1000 Employees

See more 1WorldSync offers

Job description

Description

Are you a strong relationship builder who enjoys keeping clients happy? Do you have experience managing multiple, high-value clients, with a proven track record of delivering exceptional customer support? Good news! 1WorldSync is looking for a Product Support Specialist to join our team at one of our office locations or remotely.

1WorldSync is the industry leader in product content management. With approximately 600 employees across the US, Brazil, Canada, France, Germany, Portugal, Switzerland, and the UK, we’re seeking a Product Support Specialist to support our growing global team.

Reporting directly to our Product Support Manager, the Product Support Specialist will play a key role on the Customer Experience Team to provide an outstanding customer support experience across all 1WorldSync products and services. This role will be responsible for building and maintaining relationships with key customers, while communicating effectively with team members across the company departments involved in solving customer inquiries. You will also follow a standardized approach to understand the needs of the customer and recommend the proper utilization of the best 1WorldSync solution or capability based on those needs.

As Product Support Specialist at 1WorldSync, responsibilities include the following:

Acting as a key product expert for all 1WorldSync products, and projects
Providing expertise for the issues escalated by the Technical Support as well as by other teams.
Being the point of escalation to Operations, Product Management and Engineering
Assisting with complex customer on-boarding or professional services activities
Assisting Sales and Solution Architects during pre-sale
Developing customer-specific reports or on demand internal reports
Becoming a subject matter expert in all 1WorldSync customer facing applications and internal customer care applications
Participating in the maintenance of the internal knowledge base including community portal
Analyzing the customer trends to recommend product enhancements.

Required Skills and Experience:

Bachelor’s degree or equivalent job experience

3+ years of experience, in the Channel, providing technical support to complex customer integrations

Desired Skills and Experience:

Advanced product knowledge and ability to learn fast independently.
Excellent communication, and presentation skills
Excellent analytical and interpersonal skills

Ability to develop and maintain excellent relationship with customers and internal teams to effectively address customer inquiries

Excellent problem solving and multitasking skills

Strong knowledge of Microsoft Office and Google Workspace applications
Experience with Jira, Confluence, CRM software (1WorldSync uses NetSuite)
DB experience, SQL, XML, HTML, CSS, Javascript
Experience with AS2, API is a plus
Any additional programing skills is a plus

Benefits:

Incredible health benefits (FSA and HSA options), with dental and vision coverage.
401(k) plan with employer match.
Paid time off as well as company holidays, volunteer time off, sick time, bereavement leave, and 12 weeks of fully paid parental bonding leave.
Short and long term disability and life insurance.
Additional optional benefits, including a comprehensive legal plan, pre-tax parking and transit accounts, critical illness insurance, accident insurance, identity theft prevention, tuition reimbursement, and pet insurance.

Additional Details:

Our corporate headquarters is located in Chicago, but this role can be remote in any of the following states: AL, AZ, AR, CA, CO, CT, FL, GA, IA, ID, IL, IN, KY, MA, MI, MN, MO, NJ, NM, NY, NC, OH, PA, RI, SC, TN, TX, UT, WA, WI.

This role requires the candidate to have the authority to work in, and be located in the US.

This position requires up to 10% travel.

1WorldSync is an Equal Opportunity Employer and is committed to providing employees and applicants with an environment free of discrimination and harassment. All employment decisions at 1WorldSync are based on business needs, job requirements, and individual qualifications. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, gender identity, sexual orientation, national origin, family or parental status, veteran or disability status, or any other status protected by the laws or regulations in the locations where we operate.

Americans with Disabilities Act (ADA)

1WorldSync will provide reasonable accommodations during the application process upon request as required to comply with applicable laws. If you have a disability and require assistance in this application process, please contact us at [email protected].