Product Support Specialist

Buy Box Experts (BBE) is a Spreetail Agency, our mission at BBE is to be premier Amazon strategists by successfully evolving and adapting to the ever-changing environment that is Amazon and e-commerce. Our strategic growth mindset and holistic approach encourage forward-thinking and provide the greatest potential for success for our Brand Partners.
- Buy Box Experts is a premier digital marketing agency and seller consultant based in Lindon, Utah, USA. We are redefining e-Commerce, boosting our clients' revenue by leaps and bounds, by helping companies reach their potential on the Amazon marketplace. Our team is expanding and seeking great people to be a part of our successes. We are currently looking for a Product Support Specialist

**Responsibilities**:

- Work with business and product teams to support new product developments and existing product enhancements
- Analyze industry trends and market demands to recommend product enhancements
- Provide users with product support within established response times
- Maintain documentation for all support activities including product development, enhancement, engineering, and product marketing activities
- Provide product training related to BBE Web App - NEXT
- Work with product and engineering to evaluate complex customer problems, identify root causes, and derive resolutions
- Analyze user suggestions and recommend product enhancements
- Develop, create, and constantly update knowledge base articles, walk-through videos, and FAQs
- Maintains reports such as weekly JIRA bugs and any additional tech reports if needed
- Maintains and upkeeps the support ticketing queue

**Skills & Experience**:

- ** Required**:

- 1-3 years of relevant experience in a customer-focused position involving technical knowledge of a company's products and services
- Time-management skills and the ability to establish reasonable and attainable deadlines for resolution
- Comfortable working in and assisting others through company help desk software, such as JIRA, SLACK, and GOOGLE APPS especially G sheets in addition to other remote access desktop programs
- Accept constructive criticism and customer feedback regarding their experience with our software products
- Strong communication, interpersonal, and teaching skills
- Ability to adapt to a changing environment
- Fast Learner, Proactive, and Critical thinker
- Basic knowledge of video creation and content creation
- Efficient, Detail-oriented, and meticulous
- ** Must be willing to work 3 pm - 12 am MST**
- **
Preferred**:

- A bachelor's degree in computer science or a related technical field is preferred

**What You Need**:

- Desktop/Laptop system requirements: 4th generation or higher, at least Intel i3 or equivalent processor;
- at least 4GB RAM; Windows 10 and above or MAC OSX operating system
- A strong and stable internet connection (A DSL, cable, or fiber wired internet service with 10 Mbps plan or higher for primary connection)
- PC Headset (noise-canceling headset is preferred but not required)
- High-definition (HD) external or integrated webcam with at least 720p resolution.

**Working for a fast-paced and growing company makes this position an exciting opportunity**

**Join Buy Box Experts where you can reach your professional potential while enjoying the benefits**:

- Awesome culture and work-from-home set-up
- Excellent Monthly Pay
- Monthly Internet Allowance
- Life Insurance
- Medical Insurance (HMO)
- Paid Time-Offs (PTO)
- Parental Leave Benefits (Paid Maternity/Paternity Leaves)
- Standard 13th Month Pay
- A variety of growth and development opportunities
- Fantastic leaders and co-workers

**ABOUT BUY BOX EXPERTS**
- Buy Box Experts, a Spreetail Agency, is a premier Amazon marketing agency, supporting brand executives as they seek to CONTROL and GROW their Amazon channel businesses (in the US and internationally).

We help our brand clients develop channel management strategies that reduce price erosion issues, and align marketing efforts with the brand's overall brand vision. We provide full platform account management (1P retail, 3P marketplace and hybrid) incorporating inventory management, listing optimization, advertising campaign management (including AMS, DSP), and customer service. We also operate traffic-building campaigns external to Amazon, designed to drive high-converting traffic to Amazon. We conduct Amazon channel due diligence for private equity and investors looking to acquire brands that depend heavily on Amazon as a sales channel.

Our leadership team is very focused on building a company culture focused on being inclusive, encouraging open discussion of issues, and developing the team through a growth-based mindset. It is our policy to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic inf