XTN-946B347 | PRODUCT SUPPORT SPECIALIST

Join our team as a Product Support Specialist and help enterprise customers succeed by providing world-class technical support, solving complex product issues, and delivering an exceptional customer experience.

• Health Insurance/HMO
• Enjoy unlimited MadMax Coffee
• Diverse learning & growth opportunities
• Accessible Cloud HR platform (Sprout)
• Above standard leaves

• 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 to 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 jr. support staff
• Work on technical and non-technical projects
• Provide ideas and assist with creation of documentation and training material for external and internal content
• Maintain clear, concise, and positive communication for all cases in a timely and efficien manner including follow-ups with customers, team members, and engineers
• Achieve expert level with all SOCi products, offerings, and integrations
• Maintain or exceed our established service levels and productivity standards
• Be proactive and identify opportunities for our team to provide better support, educate our users, and scale our support model
• Take on special projects as needed
• Other tasks and duties as assigned

• 2-4 years of direct, verifiable customer support experience in a fast-paced environment –preferably with an enterprise SaaS provider
• Strong written, verbal, and organization skills
• Strong understanding of technological platforms and web infrastructure
• Experience with enterprise social media networks
• Excellent problem solving, critical thinking, and analytical skills
• Ability to work effectively cross-functionally with Product, Sales and Customer Success.
• Excellent customer relationship skills (customer facing, ability to assess customer needs and interact with all levels of management)
• Willingness to work off hours (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.
• In this position, you will 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

• Exceptional communication skills both written & verbal.
• Strong interpersonal skills & proven success in cross-functional collaboration
• Develop and maintain expert level mastery of SOCi products
• Proficient with Salesforce, Freshdesk and Jira
• Desire to focus on customer satisfaction and the customer experience, and a willingness to be its internal advocate of both
• The ability to self-direct as circumstances change and priorities shift, based on organizational needs, without constant & overt micromanagement