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Product Support Specialist
2 months ago
We are seeking a highly motivated and proactive Product Support Specialist to join our Technical Support team at Planitar Inc.
As a key member of our team, you will be responsible for ensuring our customers' success and satisfaction through our Help Desk system and phone calls (inbound and outbound).
Key Responsibilities- Respond promptly to customer inquiries and troubleshoot hardware, software, and portal issues.
- Collaborate with internal teams to provide a cohesive customer experience.
- Maintain high levels of customer satisfaction through attentive and personalized support.
- Develop a deep understanding of our products to educate customers on best practices and optimize their usage.
- Identify opportunities to increase customer usage and drive the adoption of additional products or services.
- Build and maintain knowledge base articles, FAQs, and other supporting documentation.
- Tag all customer issues appropriately in the portal, escalate severe issues to management, and keep customers updated on progress.
- Analyze support portal data to create knowledge-base articles or canned responses proactively.
- High school diploma or equivalent, with a college or university degree preferred, or an acceptable combination of education and relevant experience.
- Proven experience in a Product Support or Technical role within a technology company.
- Ability to quickly analyze issues and determine the best course of action using available resources.
- Sound judgment to escalate issues to senior members within the team.
- Collaborate cross-functionally with internal teams, including Customer Success, Sales, Product Management, Engineering, and Drafting (professional services), to ensure alignment and provide a cohesive customer support experience.
- Knowledge of help desk management software tools and CRM systems (e.g., Fresh Desk, HubSpot) is preferred.
- Excellent written, oral, and telephone communication skills and the ability to communicate in user-friendly language and build strong relationships with customers.
- Exceptional multi-tasking abilities, prioritization skills, and a strong customer service mindset.
- Self-motivated, proactive, and comfortable working in a fast-paced, dynamic scale-up environment.
- Highly organized with excellent time management skills.
- Passion for technology, delivering solutions, and commitment to delivering exceptional service.
We offer a competitive salary and benefits package, as well as opportunities for professional growth and development.
As a member of our team, you will have the opportunity to work with a talented and dedicated group of professionals who are passionate about delivering exceptional customer service.
We are an equal opportunity employer and value diversity in the workplace.
We thank all applicants for their interest, however only those selected for an interview will be contacted.
