Job Brief:
AccelPad is seeking a Product Support Specialist to join our team. As a member of our Support team, your goal is to provide world-class service to our customers. The Product Support Specialist is a front line position and is expected to take on support cases of moderate complexity and be able to manage your priorities. Fast-paced, inbound call center.
Responsibilities:
- Understand and become conversant in many large software application
- understand, interpret, reproduce, and diagnose customer problems. Perform root cause analysis
- tech solution to customers and document them in our knowledge base
- communication clearly and precisely with customers in written and veral form and maintain accurate and timely records
- work with members of other departmental goals (case management, SLA, and C-SAT goals)
- Be the voice of the customer.
Requirements:
- Excellent Problem-solving skills and the ability to navigate challening situations professionally
- 3+ years of experience providing direct support to external customers by phone, electronically and face-to-face
- Excellent organizational skills - Ability to prioritize, manage, multi-task, and execute projects cross-functionally
- Have the ability to think outside the box to find solutions
- You are a team please with a focus on promoting a positive and professional atmosphere
- You like to tinker and love technology
- Flexible and addable, able to adjust to change and embrace the unknown
- The ability to see the biggest picture, as well as work within the defined (an sometimes undefined) guidelines
- Call center experience is a MUST
- Software product support experience is a MIUST
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Must Haves:
Flexibility
Good Work Ethic
Great Attitude
Works well on a team as well as individually
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