Product Support Specialist Hybrid SA

Overview

You’ll join our team in our Field Services vertical — the team that provides support and expertise to field service professionals across the world. From interior HVAC to exterior landscaping, we’ve spent time mastering the details so the business experience on both sides is smooth, simple, and easy.

We are searching for the right dynamic individual to complement and enhance our support team. As a Product Support Specialist
, you’ll focus on handling customer inquiries related to our software product(s) via chat, phone and email while building upon your in-depth knowledge of client needs to identify opportunities to enhance the overall Field Services’ customer experience. Team members are engaged in our mission to provide unparalleled expertise to our customers. As a Product Support Specialist, you will have the opportunity to wear many hats.

Some of what you will experience includes the following:

• working with our customers; teaching, guiding, and problem solving
• working with our Product team to perfect and improve our software
• leading online troubleshooting sessions with customers
• becoming an expert at our software and market so you can prepare for future opportunities within Field Services and/or Xplor

Responsibilities:

• Answer routine questions on how to best use the software for our customer’s business needs
• Troubleshoot any data or software issues related to the core system features of our product to determine if a data or procedural issue exists versus a software bug
• Provide information on available product training resources
• Leverage real-life interactions to improve technical documentation and self-service resources
• Identify common questions/issues that can be solved through deflection to an automated self-service portal and/or help center
• Enter and maintain a log of all customers interactions and issues. This includes all support email interactions, phone calls, chats, and any other pertinent information.
• Submit system performance issues, data updates, and feature requests to Level III team members for escalation
• Continuously improve your knowledge of the product to optimize the collective team knowledge and provide the best possible customer service to increase customer satisfaction and product engagement
• Be a voice of the customer to the Field Services team; reflect on your knowledge of common customer needs to identify opportunities for process improvements and effectively communicate findings / recommendations to teammates to improve the overall customer experience
• Support and encourage your colleagues in any way possible
• Assist on special projects and any other tasks as necessary
• Adhere to company and team policies and procedures
• Meet established team and individual goals and metrics as required

This position is set with an hourly rate of $21.00/hour.

May be considered for a discretionary bonus.

Location:

For this position, we offer a hybrid and flexible working model, where you will spend 2 days per week in the office and 3 days per week working from home.

Hybrid

• Minimum of 2 years related experience providing technical and customer support preferably in the technology/SaaS industry utilizing omni-channel communication
• Proficiency with Microsoft Office products
• Previous experience with Quick Books and Salesforce is a plus
• Professional etiquette with effective written and verbal communications skills
• Analytical and data-oriented approach to problem-solving
• Patience, empathy, and a positive attitude with a desire to help our customers
• You are tech-savvy and enjoy learning and over time mastering new tools and systems
• Strive to do your best, deliver quality results, and take accountability
• You know how to deliver a great customer experience
• You have the flexibility and availability needed to work potential different schedules
• You have previous experience working in a remote position
• You can work independently and as a member of a team, balance multiple responsibilities simultaneously, and demonstrate exceptional time and calendar management skills

Values and Life at Xplor

Our four core values that guide us from how we hire and recognise our team members to how we interact…