14 Jobs in Raleigh, NC
Cayuse is Hiring a Remote Product Support Specialist
The exciting world of scientific research is fueled by people with a passion for solving complex problems. At Cayuse, we are committed to our customers' success by empowering organizations to conduct globally connected research that advances their impact on science, discovery and society. We build on that commitment with proven, integrated and easy-to-use technology that delivers exceptional value, and world class service and support that accelerates outcomes.
But we are more than just an empowering platform powered by advanced technologies. We are a collaboration of exceptional, highly skilled people with multi-disciplinary expertise, and are building our team to support our ambitious growth plans. Cayuse's foundational strength comes from our customer and employee focused values and commitment to industry-leading solutions. It's an exciting time to become a key member of our growing team.
Our Technical Product Support team is an escalation team to our earlier stages of support. We are responsible for providing in-depth, product-level support to our users when they're facing issues with our product.
We are seeking an energetic person to help us continue to serve and delight our current and expanding customer base. If you love helping people, have strong communication skills, enjoy problem-solving, and work well in a fast-paced environment, you could be a great fit for our team!
Responsibilities
- Interact with clients to gather information and revolve support related questions
- Handle inbound phone calls from clients in a professional manner
- Respond to tickets via email
- Ensure timely responses to client inquiries
- Create client facing and internal documentation
- Diagnose and report defects to development
- Meet SLA and customer satisfaction goals
- Escalate problem tickets appropriately
- Continued learning on new products and features
- Attend daily support stand ups
- Assist other departments as a subject matter expert
- Provide feedback on new features
- Work on special projects as assigned by your manager
- Resolve client questions while meeting the goals set by your manager
- Adding or correcting documentation around product usage
- Maintaining your personal backlog while meeting company objectives
Skills and Requirements
- Strong professional communication via phone and email
- Troubleshooting and Testing
- Understanding of SaaS business model
- Working knowledge of computer systems and software
- Developing training materials
- Zendesk
- Jira
- Google Suite
- 2 years experience as a Product Support Specialist
- Resides in Eastern Timezone
Benefits
- Competitive Medial Benefits (PPO HSA available)
- Vision, Dental, Short-Term Disability fully covered by Cayuse
- Unlimited PTO Holidays Flexible Work Schedule
- Remote Work Stipend
- Equal Paid Parental Leave
- 401k with Employer Matching
- Quarterly Wellness Reimbursement
- Remote Work Environment, supporting the Ultimate Employee Experience
Cayuse does not accept agency resumes. Please do not forward resumes to our jobs alias or any Cayuse employees. Cayuse is not responsible for any fees related to unsolicited resumes.
Our culture is one of inclusion and belonging where everyone feels respected, treated justly, supported and nourished. We all share responsibility for creating and sustaining a work environment where differences are celebrated and we are empowered to strive for excellence. We're proud to be an equal opportunity employer and actively seek to recruit, develop, and retain a diverse and talented workforce.
Job Summary
Full Time
IT Outsourcing & Consulting
$58k-78k (estimate)
05/04/2024
07/02/2024
cayuse.com
PORTLAND, OR
100 - 200
1994
Private
MICHELE MAYNARD
$5M - $10M
IT Outsourcing & Consulting
Related Companies
About Cayuse
Cayuse develops a research administration platform that offers risk mitigation and planning optimization solutions to academic institutions.
The job skills required for Product Support Specialist include Problem Solving, Communication Skills, Commitment, Customer Success, Customer Satisfaction, Zendesk, etc. Having related job skills and expertise will give you an advantage when applying to be a Product Support Specialist. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Product Support Specialist. Select any job title you are interested in and start to search job requirements.
The following is the career advancement route for Product Support Specialist positions, which can be used as a reference in future career path planning. As a Product Support Specialist, it can be promoted into senior positions as a Technical Customer Support Specialist III that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Product Support Specialist. You can explore the career advancement for a Product Support Specialist below and select your interested title to get hiring information.
If you are interested in becoming a Product Support Specialist, you need to understand the job requirements and the detailed related responsibilities. Of course, a good educational background and an applicable major will also help in job hunting. Below are some tips on how to become a Product Support Specialist for your reference.
Step 1: Understand the job description and responsibilities of an Accountant.
Quotes from people on Product Support Specialist job description and responsibilities
Product support specialists work as part of the technical team to create optimum customer satisfaction, leading to long term relationships.
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Sometimes product support specialists also do training sessions, assist with product launches, or complete support on-site.
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Step 2: Knowing the best tips for becoming an Accountant can help you explore the needs of the position and prepare for the job-related knowledge well ahead of time.
Career tips from people on Product Support Specialist jobs
Use tools that boost speed and efficiency.
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Measure and analyze customer feedback.
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Listen, understand and take action.
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Step 3: View the best colleges and universities for Product Support Specialist.
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