Product Support Specialist
This position will work as a member of the SOCi customer support team, which is part of the broader SOCi Customer Success team. This support team is responsible for providing enterprise-level application support to customers and partners and ultimately driving complete resolution to complex issues.
All support interaction is done via phone, email, and web and measured by specific support KPIs established by SOCi.
The ideal candidate will be flexible, detail-oriented, and highly skilled at working with customers. This position requires the ability to work with minimal direction, the capacity to work quickly, and the ability to identify and fix the root cause of technical issues. Having an eye for process and product improvement is critical as we look to the team for input on how to evolve our processes and products.
Responsibilities
- Provide email, web, and phone support to SOCi customers and partners in a timely and accurate manner.
- Analyze break/fix issues and work with a sense of urgency to deliver solutions that meet customer and partner needs.
- Document all support interactions and resolutions in the existing case management systems.
- Actively contribute to our technical knowledge base, online community, and other technical documentation.
- Submit well-researched and well-documented bugs and feature requests arising from customer-submitted requests.
- Partner with engineering teams in prioritizing and resolving customer issues, questions, and product enhancements.
- Work effectively with cross-functional teams, including Sales, Support, Product, Customer Success, etc.
- Deliver a very high level of customer satisfaction on basic and advanced issues received through our support channels.
- Participate in weekend/holiday on-call support rotation as needed.
- Train and mentor new and junior support staff.
- Work on technical and non-technical projects.
- Provide ideas and assist with the creation of documentation and training materials for external and internal content.
- Maintain clear, concise, and positive communication for all cases in a timely and efficient manner, including follow-ups with customers, team members, and engineers.
- Achieve expert-level knowledge of all SOCi products, offerings, and integrations.
- Maintain or exceed established service levels and productivity standards.
- Be proactive and identify opportunities for the team to provide better support, educate users, and scale the support model.
- Take on special projects as needed.
- Perform other tasks and duties as assigned.
Requirements
- Exceptional written and verbal communication skills.
- Strong interpersonal skills and proven success in cross-functional collaboration.
- Develop and maintain expert-level mastery of SOCi products.
- Proficient with Salesforce, Freshdesk, Zendesk, and Jira, or similar ticketing/case management tools.
- Desire to focus on customer satisfaction and the customer experience, with a willingness to be an internal advocate for both.
- Ability to self-direct as circumstances change and priorities shift based on organizational needs, without constant and overt micromanagement.
Qualifications
- 2–4 years of direct, verifiable customer support experience in a fast-paced environment, preferably with an enterprise SaaS provider.
- Strong written, verbal, and organizational skills.
- Strong understanding of technological platforms and web infrastructure.
- Experience with enterprise social media networks.
- Basic to intermediate knowledge of APIs and SQL.
- Excellent problem-solving, critical-thinking, and analytical skills.
- Quick learner with the ability to learn new technologies independently as necessary.
- Ability to work effectively cross-functionally with Product, Sales, and Customer Success.
- Excellent customer relationship skills, including customer-facing experience, the ability to assess customer needs, and the ability to interact with all levels of management.
- Willingness to work off-hours, including nights and weekends, as urgent customer needs dictate.
- Committed team player with the ability to function both independently and as part of a team.
- Must be personable, friendly, and able to work efficiently under time constraints.
- Ability to routinely act independently while researching and developing solutions to customer issues.
- Experience working with social media platforms and listings management software is a plus.
- Experience working with local landing pages and SEO is a plus.
