Product Support Specialist

Responsibilities Include:

  • Customer interaction, primarily email or chat with some phone support as needed, to answer questions and perform basic production support
  • Document customer feedback regarding products.
  • Maintain a high-level knowledge of 3Together’s products and service procedures. Remain abreast of current competitive and wholesale product offerings.
  • Develop, maintain, and implement processes to increase product knowledge for 3Together customers and employees.
  • Properly escalate tickets that require Engineering input and maintain strong communication across internal teams to ensure resolution for customers
  • Identify opportunities to promote customer self-service and reduce future ticket volume.
  • Elevate the voice of the customer by accurately tagging and bucketing product support tickets.
  • Help to maintain product documentation (internal and external) 
  • Discover and share best practices and efficiencies to improve product support
  • Provide feedback on new features and product functionality
  • Support pre-release testing efforts

Qualifications:

  • B.A. or B.S. degree and 1+ years working in Product Support, Implementation, On-Boarding, Customer Success, or relevant field preferred
  • Aptitude for software troubleshooting
  • Driven by customer focus with a bias toward taking action and solving problems for customers
  • Strong verbal and written communication skills that focus on concise and informative content for internal and customer audiences
  • Aptitude for acquiring skills in existing and new products and an eagerness to learn and stay up-to-date on your own
  • Self-motivated and resourceful, with an ability to operate fairly independently
  • Ability to synthesize complex technologies into simple and digestible steps
  • Love working with people and a genuine desire to help customers
  • Hubspot experience a plus

What We Offer

We provide a calm, innovative environment where you can focus on doing great work. We offer robust benefits to best support you.

work remotely from anywhere

4-day summer schedule

Competitive pay, benefits, and pto

continuing education allowance

paid parental leave

100% Coverage of hardware and software

Send Your Resume To Apply 

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