Technical Product Support Specialist (Remote)

Allergan Data Labs is on a mission to transform the Allergan Aesthetics beauty business at AbbVie, one of the largest pharmaceutical companies in the world. Our iconic brands include Botox, CoolSculpting, Juvéderm, and more.

Allergan Data Labs is on a mission to transform the Allergan Aesthetics beauty business at AbbVie, one of the largest pharmaceutical companies in the world. Our iconic brands include Botox, CoolSculpting, Juvéderm, and more. The medical aesthetics business is ripe for rapid growth and disruption, and we are looking for an experienced Technical Product Support Specialist to add to our high-performing team.

Our team has successfully launched a new and innovative technology platform, Allē, which serves millions of consumers, tens of thousands of aesthetics providers, and thousands of colleagues throughout the US. Since its launch in November 2020, Allē has delivered curated promotions, personalized experiences, and millions of consumers use it as part of their beauty journey. Now, we are looking for a Technical Product Support Specialist to join our Technical Product Support group as we continue to improve the platform and provide exceptional service to our customers.

We're looking for a Technical Product Support Specialist interested in working within a startup-oriented environment while being backed by a huge company. If that's you, please read on.

As the Technical Product Support Specialist, you will report to the Lead Technical Support Engineer and continuously collaborate with key stakeholders across the business to ensure the success of our Allē for Business platform. You will be responsible for providing white glove service to our customers, managing accounts, performing technical onboarding, and providing user education. You will also be responsible for resolving complex technical issues and escalating them as necessary to our Technical Product Support Engineers.

You Will

• Troubleshoot and resolve technical issues and/or escalate as necessary to Technical Product Support Engineers
• Provide user education to our customers to ensure they get the most out of our platform and features to support the success of their business
• Continuously enhance and maintain support procedures, policies, and documentation
• Enhance and assist our knowledge base in collaboration with our Technical Writers
• Provide input on ways to continuously improve the customer experience and internal processes
• Manage accounts and perform technical onboarding to ensure successful adoption of our SaaS platform
• Provide exceptional white glove service to our customers through various channels such as email, phone, and chat
• Thoroughly document client interactions, including inquiries, complaints, comments and resolution for future use and review
• Collaborate with cross-functional teams to identify and address customer pain points
• Collaborate with cross-functional teams, including customer support, customer success and technical teams for escalated technical issues
• Become a subject matter expert in Alle For Business personas

Required Experience & Technical Skills

• Strong written and verbal communication and ability to be the voice of the customer
• Experience with support ticket management systems such as Zendesk, Salesforce, etc. and optimization of such systems
• 3+ years of experience in technical support, customer service, or account management
• Excellent analytical and problem-solving skills
• Self-starter with a positive attitude and desire to go above and beyond
• Web page and Android/iOS Apps troubleshooting experience
• Understanding of software development and customer support cycle
• Experience with messaging tools
• High customer empathy, patience, resourcefulness and exceptional customer service skills
• Excellent attention to detail, ability to prioritize, and work on multiple projects simultaneously in a fast-paced environment
• Enthusiasm to become a subject matter expert in our products and promote products and/or services when opportunity arises with customers
• Proactive, with the ability to work independently and collaboratively as needs arise

Applicable only to applicants applying to a position in any location with pay disclosure requirements under state or local law:

• The compensation range described below is the range of possible base pay compensation that the Company believes in good faith it will pay for this role at the time of this posting based on the job grade for this position. Individual compensation paid within this range will depend on many factors including geographic location, and we may ultimately pay more or less than the posted range. This range may be modified in the future.
• This job is eligible to participate in our short-term incentive programs.
• We offer a comprehensive package of benefits including paid time off. (vacation, holidays, sick), medical/dental/vision insurance and 401(k) to eligible employees.

Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested and determinable. The amount and availability of any bonus, commission, incentive, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole and absolute discretion unless and until paid and may be modified at the Company's sole and absolute discretion, consistent with applicable law.

Compensation Range (Minimum - Maximum)

$66,000—$125,500 USD

Core Values

• Learn More: Through blog posts, newsletters, podcasts, video tutorials and meetups you regularly self educate and improve your skill set.
• Show Gratitude: You show appreciation and return kindness to those you work with.
• Work Transparently: You always deal in an honest, direct and transparent way.
• Be Humble: You're smart yet always interested in learning from others.
• Take Ownership: You embrace responsibility and find joy in having the answers.

Perks for our Full Time Employees:

• Annual Paid Time Off (PTO), with separate sick days
• Adoption and Surrogacy Assistance Plan
• Free gym membership for those in our Irvine, CA WeWork office.
• Attend AWS Re:Invent in person (Las Vegas) or virtually each year (for certain roles)
• Eligible for donation matching to over 1.5 million nonprofit organizations.
• Competitive annual bonus targets.
• Competitive salary.
• Caregiver Leave
• Comprehensive medical, dental, vision and life insurance.
• 401k with dollar for dollar match, up to 6% of eligible earnings (base, bonus). Plus additional company contribution.
• RSU grants (Long Term Incentives) for approved roles.
• 17 paid holidays per year, including 3 floating holidays.
• 12 weeks paid Parental Leave
• Generous discounts on SkinMedica skin care products.
• A MacBook Pro and accompanying hardware to do great work.
• Discounted aesthetic treatment days multiple times a year.
• Flexible workplace accommodations.
• Opportunities to attend concerts, festivals and other live entertainment events in recognition of delivering great work.
• A modern productivity toolset to get work done: Slack, Miro, Loom, Lucid, Google Docs, Atlassian and more.
• Tuition reimbursement.
• Attend a tech or marketing conference of your choice each year.
• $600 worth of Alle benefits each year to use towards aesthetic treatments and products.
• We celebrate our wins with opportunities to attend Lakers, Knicks, Anaheim Ducks, Anaheim Angels and NY Rangers games.