Enterprise Product Support Specialist Jobs

Familiarity with ticketing systems and customer relationship management (CRM) tools.

Experience using Zendesk and Intercom softwares, and other remote support tools.

Collaborate with different teams in the company, such as Customer Success, Product, R&D, and Finance.

Guide customers through troubleshooting steps, offering clear and concise instructions.

Understand the product and stay up-to-date with product knowledge to provide accurate and relevant technical information to customers.

Contribute to the development and improvement of technical support processes and knowledge base articles.

Analyze mid-complexity customer requirements and implement tools to support those requirements

Serve as the subject matter expert in assigned application and develop a breadth of knowledge across applications

Certification in Epic applications preferred

Support and maintain EHR applications

Lead initiatives and projects and coordinate effectively with other staff

Act as a liaison between customers and support staff to resolve mid-complexity issues

Responsibility and accountability for managing escalations with experience communicating and engaging at various organizational, customer management, and executive levels.

Identify customer service trends as they pertain to Enterprise offerings, define system improvements, and develop/refine satisfaction goals.

Manage customer support projects from initiation to completion, ensuring that all project goals are met on time.

Suggests, manages, and implements special projects to assist Enterprise Account Managers and/or other teams.

Implement production, productivity, quality, and customer-service standards.

Keep abreast of industry trends and best practices in customer support and share insights with the team.

Full benefits covered by the company

$40k/yr base salary + commissions

All equipment provided by company

This professional plays a vital role in growing GlassHive’s user base and generating revenue.

The qualities we look for in a Product Coach:

4-5 years of hands-on experience with BY SCPO / ESP in resolving issues with planning. Functional experience.

Good knowledge of LpOpT and MAP Solver.

Knowledge of the ticketing system.

Ability to solve open tickets and bring tickets to closure through collaborative resolution with customer users.

Tickets managing in the system.

May supervise junior product management or business analyst resources

5+ years of experience leading IT transformation projects (ideally in HRIS)

Strong written and oral communication skills

Experience being able to work through ambiguity and drive clarity, vision, and strategy

Work with business leaders to align on challenges, opportunities and priorities, along with defining desired outcomes and strategy.

Oversee the end to end delivery of products, which includes managing the product backlog and prioritizing work for the team

Applying IT service management system and practices to ensure documentation and communication of incidents and requests; and

Some experience providing user support in an MS Office/Windows environment.

A+ Certification (Core Hardware and Operating Systems) within 12 months of hire

Modern Desktop Administrator Associate certification within 12 months of hire

ITIL Foundations certification within 12 months

Providing support to users of existing and newly installed hardware, operating systems, applications, and mobile-based technology;

Responsibility and accountability for managing escalations with experience communicating and engaging at various organizational, customer management, and executive levels.

Identify customer service trends as they pertain to Enterprise offerings, define system improvements, and develop/refine satisfaction goals.

Manage customer support projects from initiation to completion, ensuring that all project goals are met on time.

Suggests, manages, and implements special projects to assist Enterprise Account Managers and/or other teams.

Implement production, productivity, quality, and customer-service standards.

Keep abreast of industry trends and best practices in customer support and share insights with the team.

You have been a member of a globally distributed team supporting a SaaS product or similar experience in a customer-facing role

Educate and empower our customers to be better Culture Amp users and become People Geeks

You enjoy interacting with people and building relationships with customers

You are able to empathize with customers in a genuine way that lets them know you care about their issues

You have the ability to explain technical issues in simple terms

You know when to ask open-ended questions vs. close-ended questions to best understand an issue

Practical experience supporting macOS Operating Systems including basic knowledge of macOS file systems and navigating the terminal.

Is familiar with system configuration/management tools such as GPO, RMMs and PSAs; scripting these tools is a plus.

Utilize excellent customer service skills and exceed customer expectations.

Continually grow your knowledge of internal procedures, the Huntress product, and customer environments.

Considers themselves disciplined, with systematic problem-solving skills.

Experience configuring antivirus products and troubleshooting interactions between these products and specialty software.

You have previous experience working in a remote position

Minimum of 1 year related experience providing technical and customer support preferably in the technology/SaaS industry utilizing omni- channel communication

Previous experience with QuickBooks and Zendesk is a plus

Professional etiquette with effective written and verbal communications skills

You know how to deliver a great customer experience

Some Of What You Will Experience Includes The Following

Strengthen the Finalsite brand by exhibiting excellence in product knowledge and customer service QUALIFICATIONS AND SKILLS

Provide support, training, and implementation assistance for our Content Management System, Learning Management System, and suite of products

Associate’s or Bachelor’s degree, or commensurate experience.

Prior customer service or technical support experience preferred, but not required. COMPETENCIES REQUIRED

Excellent communication skills; able to communicate effectively and articulately in writing and orally.

Solid listening, organization, attention to detail, and priority setting skills.

Responsibility and accountability for managing escalations with experience communicating and engaging at various organizational, customer management, and executive levels.

Identify customer service trends as they pertain to Enterprise offerings, define system improvements, and develop/refine satisfaction goals.

Manage customer support projects from initiation to completion, ensuring that all project goals are met on time.

Suggests, manages, and implements special projects to assist Enterprise Account Managers and/or other teams.

Implement production, productivity, quality, and customer-service standards.

Keep abreast of industry trends and best practices in customer support and share insights with the team.

Execute Leads change management efforts to deliver customer centric solutions, by collaborating with development teams and leverage deep subject matter expertise;

Bachelor's degree and 7 years of experience as a product manager, business analyst or similar role;

The primary responsibilities of this role, Enterprise Product Manager, are to:

Acts as subject expert for user questions about the digital product features and capabilities in production;

Creates and analyzes metrics that measure the user experience of the digital products including satisfaction, adoption, engagement, and task success;

Bachelor's degree; or minimum 9 years of equivalent industry experience or similar;

Be involved in the management of critical account situation

Crisis management (critical incidents P0/P1)

Be the local relay and manage the day-to-day operations as needed

Assist the Product Support Manager

Documents technical issues for the benefit of others as needed.

Be the local relay and assist the Product Support Manager

Responsibility and accountability for managing escalations with experience communicating and engaging at various organizational, customer management, and executive levels.

Identify customer service trends as they pertain to Enterprise offerings, define system improvements, and develop/refine satisfaction goals.

Manage customer support projects from initiation to completion, ensuring that all project goals are met on time.

Suggests, manages, and implements special projects to assist Enterprise Account Managers and/or other teams.

Implement production, productivity, quality, and customer-service standards.

Keep abreast of industry trends and best practices in customer support and share insights with the team.

Provide support, training, and implementation assistance for our Content Management System, Learning Management System, and suite of products

Strengthen the Finalsite brand by exhibiting excellence in product knowledge and customer service

Associate’s or Bachelor’s degree, or commensurate experience.

Prior customer service or technical support experience preferred, but not required.

Excellent communication skills; able to communicate effectively and articulately in writing and orally.

Solid listening, organization, attention to detail, and priority setting skills.

Responsibility and accountability for managing escalations with experience communicating and engaging at various organizational, customer management, and executive levels.

Identify customer service trends as they pertain to Enterprise offerings, define system improvements, and develop/refine satisfaction goals.

Manage customer support projects from initiation to completion, ensuring that all project goals are met on time.

Suggests, manages, and implements special projects to assist Enterprise Account Managers and/or other teams.

Implement production, productivity, quality, and customer-service standards.

Keep abreast of industry trends and best practices in customer support and share insights with the team.

Responsibility and accountability for managing escalations with experience communicating and engaging at various organizational, customer management, and executive levels.

Identify customer service trends as they pertain to Enterprise offerings, define system improvements, and develop/refine satisfaction goals.

Manage customer support projects from initiation to completion, ensuring that all project goals are met on time.

Suggests, manages, and implements special projects to assist Enterprise Account Managers and/or other teams.

Implement production, productivity, quality, and customer-service standards.

Keep abreast of industry trends and best practices in customer support and share insights with the team.

Responsibility and accountability for managing escalations with experience communicating and engaging at various organizational, customer management, and executive levels.

Identify customer service trends as they pertain to Enterprise offerings, define system improvements, and develop/refine satisfaction goals.

Manage customer support projects from initiation to completion, ensuring that all project goals are met on time.

Suggests, manages, and implements special projects to assist Enterprise Account Managers and/or other teams.

Implement production, productivity, quality, and customer-service standards.

Keep abreast of industry trends and best practices in customer support and share insights with the team.