What are the responsibilities and job description for the Product Support Specialist position at Newforma?
As a Product Support Specialist, you are responsible for handling support requests from new and existing customers on a variety of topics. Using his/her knowledge of products or services, as well as outstanding customer service skills, this professional provides front line customer service via phone, chat, and email for EleVia’s products. This isn’t a call center job – you will be collaborating with the customer, product development, and team members to work the cases to resolution. The most successful person in this role is someone resourceful and a willingness to help our customers with their solution needs. As your knowledge of our product and industry grows, you will be making a difference with our customers, contributing to the smooth operation of their business.
In This Role, Your Responsibilities Will Include
In This Role, Your Responsibilities Will Include
- Responds to incoming support requests in a prompt, professional and helpful manner.
- Clearly documents all customer interactions via Salesforce case tracking system based on current policies and procedures.
- Utilizes basic troubleshooting skills, Knowledgebase articles and fundamental product knowledge to resolve low to moderately complex support tickets.
- Create Knowledgebase articles and review articles for accuracy based on case issues.
- Schedule and conduct sessions with customers to resolve in-depth issues and gather supplemental information on the issue, including screen captures, log files, error messages, etc.
- Effectively manages and escalates issues with peers and team members for warm transfer process with a fully documented case including all background information gathered during customer interactions.
- Attempt to duplicate suspected defects in VM lab environment
- Determine if existing issue relates to known defect currently being tracked in the JIRA database.
- Accounting/Finance or CS degree and/or equivalent experience.
- Must be able to work 8am - 5pm CST
- Ability to problem solve for researching and troubleshooting customer questions.
- Excellent time management and organizational skills.
- Strong listening skills.
- Outstanding communication skills, both oral and written.
- Highly self-motivated with a high level of attention to detail.
- Prior customer service experience.
- Experience working in a team-oriented, collaborative environment.
- Proven analytical and problem-solving abilities.
- Up to 10% travel for company and team events.
- Direct experience with Deltek Vision/Vantagepoint software or similar accounting systems.
- Experience with CRM Case Management platforms such as Salesforce Service Cloud is a plus.
- Experience with EleVia.
- AECO experience.