12 Jobs in United States
The Helper Bees is Hiring a Product Support Specialist Near Austin, TX
The Helper Bees (THB) was created to fill an obvious need in an underserved community. Inspired by love and brought to reality through passion and determination, The Helper Bees was founded to empower older adult citizens and their families in their search for quality, affordable in-home care providers. We do this by providing older adults the ability to easily review, choose, and access affordable quality in-home helpers.
The Helper Bees mission is to help people stay home longer through data-driven services that transform both the payer and the care-recipient experience.
At THB, we define our company culture through our Core Values:
- Quickly iterate through solutions - We move at a fast pace which requires quick iterations to find a path to a repeatable solution
- Seek ways to create immediate impact - Be thoughtful and proactive in how you make an impact on your team. Actively look for ways to make a fast, positive impact.
- Bee the teammate you want to work with - We work as a team, help each other and encourage each other
- Ask questions, answer questions - You can't iterate through solutions if you don't ask the right questions which is why there is an expectation that questions should be asked. When you know the answer, being a good teammate means chiming in to get others up to speed.
- Take the time to celebrate wins - It's so easy for a team that is heads down to forget about all the great things they've accomplished. That's why we make it a priority to remind ourselves to create space to celebrate wins, big or small.
Supervisory Responsibilities
- None
- Provide second-tier technical support to customers via phone, email, or chat, assisting with advanced troubleshooting and problem resolution.
- Collaborate with Level 1 support and escalate complex issues as needed, ensuring timely resolution and customer satisfaction.
- Analyze and investigate product-related problems, identify trends, and work with the product development team to implement necessary improvements or bug fixes.
- Assist in creating and maintaining comprehensive product documentation, including FAQs, troubleshooting guides, and knowledge base articles.
- Conduct training sessions and webinars for customers, ensuring a thorough understanding of product features, updates, and best practices.
- Engage with customers to gather feedback, relay insights to the product team, and contribute to the enhancement of the product based on customer needs.
- Collaborate with cross-functional teams, including product management, engineering, and quality assurance, to provide customer-focused work-arounds, solutions and feedback.
- Knowledge Base Contribution: This metric tracks the extent to which support specialists contribute to the company's knowledge base by documenting common issues, solutions, and best practices. An enriched knowledge base enhances support efficiency and empowers customers to find solutions independently.
- Ticket Backlog: This metric monitors the number of unresolved or pending customer issues. Effectively managing the ticket backlog is crucial to ensuring that customer problems are addressed promptly.
- Percentage of One-Touch Tickets: This metric assesses the percentage of tickets that are resolved during the initial interaction. A high percentage indicates the ability to solve issues quickly and efficiently.
- Time to Response: This tracks the time taken to respond to customer inquiries. Ensuring tickets do not remain unanswered for more than 24 hours is a priority, highlighting the importance of timely initial responses over resolution time at this stage.
- Resolution Time: This measures the time taken to resolve customer issues from the moment they are reported. It indicates the efficiency and effectiveness of support specialists in resolving problems.
- Ability to thrive in a fast paced environment
- Ability to navigate multiple platforms
- Comfort and adaptability when working with technology and learning new programs and computer systems
- Strong passion for helping others and problem-solving
- Must be 18 years of age or older
- Bachelor’s degree in Information Technology (IT), Computer Science, or equivalent practical experience preferred.
- Minimum of 2 years of experience in a technical support role, preferably within InsurTech
- Previous experience in Level 2 support or a similar advanced support role.
- Experience with Zendesk and Jira
- Prior experience in Long Term Care or InsurTech preferred
- Ability to remain at your designated workstation for the duration of the workday
- Constantly operates a computer and other office productivity machinery, such as a phone and Voice over Internet Protocol (VoIP).
- The ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations.
- The ability to observe details at close range (typically on a computer screen)
- This position offers the flexibility of remote work at approved locations within the United States. Candidates must have a reliable internet connection and a designated work environment conducive to professional phone calls and sensitive data. Enjoy the convenience and comfort of working remotely while contributing to our team's success.
- Must be able to lift 15 pounds at times.
Job Summary
Full Time
$61k-84k (estimate)
05/28/2024
06/23/2024
thehelperbees.com
Austin, TX
<25
Related Companies
The job skills required for Product Support Specialist include Troubleshooting, Problem Solving, Technical Support, Customer Satisfaction, Zendesk, Flexibility, 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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Develop knowledge bases and FAQs for product support activities.
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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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