Job Overview:
As a Product Consulting Specialist at our organization, you will be an integral part of the Support team, primarily focusing on Level 1 support for our customers. You will be responsible for addressing general inquiries, providing basic technical assistance, and ensuring customer satisfaction. This role involves collaboration with both the Support group and specialized teams, requiring oversight and assistance from Level 2 mentors or leads.
Responsibilities:
Provide prompt and courteous responses to general customer inquiries in alignment with our current customer service level agreements (SLAs).
Collaborate with team members within the Support group to address customer inquiries and issues.
Actively participate in team meetings and training sessions to stay informed about product updates and improvements.
Specialized Group Expansion:
In most cases, after a short period of time, expansion into a singular specialized group is likely. Work closely with your respective specialized groups to provide high-level support for singular subject matter or subject groups.
Collaborate with experts in specific areas to address complex customer issues in singular group.
Escalate issues to engineering through Jira platform and maintain ownership through resolution.
Oversight and Assistance:
Seek oversight and assistance from Level 2 mentors or leads when addressing challenging customer queries or technical issues.
Collaborate with higher level team members to enhance skills and knowledge in the resolution of customer problems.
Escalate issues that go out of T1 scope to higher level team member or lead.
Qualifications:
Basic understanding of technical support concepts and troubleshooting techniques.
Strong communication skills with the ability to convey technical information in a clear and concise manner.
Collaborative mindset and willingness to seek assistance and guidance when needed.
Familiarity with Jira, Freshdesk or similar ticketing systems is a plus.
Familiarity with Accounting terminology is a plus.
Familiarity with ERP Integrations is a plus.
Note: This job description is a general outline of the responsibilities and qualifications required for the position. It is subject to change based on the evolving needs of the organization.