XTN-3B1C579 | SENIOR PRODUCT SUPPORT SPECIALIST

n/a

n/a

Role Description

The Senior Product Support Specialist will play a pivotal role in ensuring the success and satisfaction of SOCi’s clients by providing expert-level support for our products. This individual will be responsible for troubleshooting and resolving complex product issues, working closely with cross-functional teams to ensure client needs are met promptly and effectively.

Responsibilities

• Provide advanced product support to clients, troubleshooting and resolving complex issues related to SOCi’s platform and services.

• Serve as the primary point of contact for escalated support cases, ensuring timely and effective resolution.

• Collaborate with product management, engineering, and other internal teams to diagnose and resolve product issues, providing detailed feedback and insights to drive product improvements.

• Develop and maintain comprehensive knowledge of SOCi’s products and services, staying current with new features, updates, and industry trends.

• Create and maintain detailed documentation of support cases, resolutions, and best practices to facilitate knowledge sharing and continuous improvement.

• Conduct regular training sessions and workshops for clients, providing guidance on best practices and optimal use of SOCi’s platform.

• Mentor and provide guidance to junior support specialists, fostering a culture of continuous learning and professional development within the support team.

• Monitor and analyze support metrics to identify trends and areas for improvement, implementing strategies to enhance the overall client support experience.

• Participate in client success initiatives, contributing to the development and implementation of strategies to drive client engagement, satisfaction, and retention

Required Skills & Experience 

• Bachelor’s degree in Information Technology, Computer Science, Business, or a related field; or equivalent work experience.

• 5+ years of experience in product support, technical support, or a related role within a SaaS or technology company.

• Strong technical troubleshooting skills, with the ability to diagnose and resolve complex product issues.

• Excellent communication and interpersonal skills, with the ability to effectively convey technical information to both technical and non-technical audiences.

• Proven track record of delivering high-quality customer support and achieving client satisfaction.

• Experience with support ticketing systems and customer relationship management (CRM) tools.

• Ability to work collaboratively in a fast-paced, dynamic environment, managing multiple priorities and deadlines.

• Strong analytical and problem-solving skills, with a proactive approach to identifying and addressing potential issues.

• Passion for continuous learning and professional development, with a commitment to staying current with industry trends and best practices.

n/a