Job Description
We are seeking an experienced Product Support Specialist to serve as a trusted advisor to our users. In this senior role, you will leverage deep expertise in customer engagement to provide world-class support. You will help users perform needed tasks and optimize workflows. This role requires experience and expertise in complex data-intensive systems and modeling.
Responsibilities - Customer Support
- Develop product expertise, working closely with Engineering and Product teams to diagnose and resolve user issues.
- Drive customer adoption by advising on optimal use of our applications, solutions, and tools.
- Act as the primary point of contact for our product support inquiries from existing and prospective users.
- Guide customers through navigation, configuration, and execution of key workflows
- Troubleshoot complex product questions and usage challenges, providing clear, step-by-step guidance.
- Deliver proactive user enablement sessions including webinars, trainings, and workshops.
- Work with the internal team to provide customer feedback that informs product roadmap and improvements.
- Product Support
- Collaborate with the software engineering team on reproducing and diagnosing technical issues.
- Maintain a knowledge base of best practices, FAQs, and how-to guides to empower user self-service.
- Conduct daily quality assurance/ quality control testing by reviewing software requirements and verifying that features function as intended
- Configure demonstration environments and customize dashboards tailored to client needs
- Research - Research industry topics, gather relevant data, and integrate findings into our platform
Qualifications
- 5+ years in B2B enterprise software support, customer success, or technical consulting roles.
- Strong ability to translate technical functionality into user-friendly explanations and documentation.
- Expertise in navigating complex data-intensive applications, explaining workflows, and training end-users.
- Excellent abilities to diagnose, analyze, and resolve complex technical issues and identify root causes.
- Excellent written and verbal communication along with client-facing skills and a consultative mindset.
- Strong organizational skills and attention to detail documenting customer interactions and managing tasks.
- Strong technical and communication skills to explain technical concepts clearly to non-technical users.
- Empathetic and patient demeanor with strong customer service skills to ensure a positive user experience.
- Self-motivated with analytical thinking; thrives with autonomy and limited direction.
- Bachelor's degree in a quantitative field required; advanced degree a plus.
Additional Information
- Homebased
- M to F, 8pm to 5am PH Time
