Product Support Specialist

Product Support Specialist

Must be US Citizen or Green Card holder

W-2 Full Time Salaried Position

100% Remote - Must reside in the US full time

Brandt Information Services is the leading provider of SaaS technology and marketing services for state wildlife and parks agencies across the United States. Our software platform powers the digital infrastructure behind outdoor recreation, enabling millions of people to explore public lands by purchasing campground reservations, fishing and hunting licenses, boat registrations, and more. Every transaction we facilitate helps generate critical funding for state conservation efforts and outdoor recreation improvements.

As a market-leading platform with a proven growth strategy and backed by a blue-chip private equity sponsor, Brandt offers the best of both worlds: the stability of an established enterprise and the momentum of a high-growth technology company.

As a Product Support Specialist, you will play a crucial role in ensuring the success of our clients by providing exceptional technical support and product guidance. You will be responsible for resolving customer inquiries, troubleshooting technical issues, and assisting in product onboarding and training. Your ability to communicate effectively and deliver outstanding customer service will contribute to our clients' overall satisfaction and drive the success of our products. This position reports to the Operations Support Manager within the Operations Department.

Primary Responsibilities:

• Provide timely and professional technical support to our clients via various channels (email, phone, chat, and ticketing system).
• Diagnose and troubleshoot software issues reported by clients, ensuring accurate problem identification and effective resolution.
• Assist clients with product onboarding and training, ensuring a smooth transition and comprehensive understanding of the software's functionality.
• Collaborate closely with cross-functional teams, Product Management, and Quality Assurance, to escalate and resolve complex technical issues.
• Document and track customer issues and resolutions in a systematic manner using our internal systems.
• Identify and communicate recurring technical issues to the Product Management team for further analysis and improvement.
• Stay up-to-date with product knowledge and new features to provide accurate and relevant information to clients.
• Creation and maintenance of configuration documentation, set up and review / testing of system configurations, product support documentation, knowledge base articles, and FAQs.
• Act as a customer advocate within the company, providing feedback and insights to improve the product's usability and user experience.
• Continuously strive to enhance customer satisfaction and loyalty by delivering exceptional customer service and support.

Qualifications Required:

• Bachelor’s degree in computer science, Information Technology, or a related field (or equivalent work experience).
• Proven experience in a customer-facing technical support role, preferably in a SaaS software company.
• Strong technical aptitude and ability to understand complex software systems.
• Excellent problem-solving and troubleshooting skills with a keen attention to detail.
• Outstanding communication skills, both written and verbal, with the ability to effectively explain technical concepts to non-technical users.
• Empathy and patience to handle challenging customer situations and provide exceptional customer service.
• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
• Experience with CRM and support ticketing systems is a plus.
• Familiarity with agile software development methodologies is a plus.
• A passion for technology and a desire to continuously learn and grow in a dynamic industry.

Position Location:

This position is a full-time remote position. The standard work hours for this position will follow Eastern Standard Time.

Compensation & Benefits:

Here at Brandt, we understand that highly satisfied employees are key to a thriving company. This is why we offer:

• The selected candidate should have the skills, qualifications, and experience consistent with an Associate or Staff I level within Brandt’s job architecture. The annual salary range of $50,000.00-$65,000.00 determined by factors including but not limited to skills, qualifications, and experience for this role.
• Health insurance with some plans fully covered for the employee (family members can be added at a discounted rate)
• Vision insurance fully covered for the employee (family members can be added at a discounted rate)
• Dental insurance available for purchase
• Flexible/Open paid time off (PTO) policy (available after 30 days of continuous service)
• Nine (9) paid holidays.
• 401k plan with matching company contributions
• Annual year-end performance bonuses
• Up to 8 weeks of paid parental leave
• Life insurance fully covered by the company.
• Long term disability insurance fully covered by the company.
• Free Udemy account for ongoing professional development and learning

Brandt Information Services, LLC is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, religion, national origin, age, disability, veteran status, genetic data, or other legally protected status.

Please direct all questions/inquires to careers@brandtinfo.com