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TalentWeb Inc 14/11/2019

Product Support Specialist

Ref #: 376
Location: Sacramento Sacramento 3112 O Street California 95816
2020-02-14
Salary: Negotiable
Sector: Business Support
Type: Permanent

TalentWeb Recruitment & Staffing is searching for a Product Support Specialist for a full-time, direct-hire position in Sacramento, CA. The Product Support Specialist will provide product technical support to enterprise customers and internal users. You’ll need a great attitude, a desire to please customers, and a sense of urgency as this position is fast-paced and ever-changing - requiring flexibility, curiosity, self-initiative, and the ability to adjust to urgent situations and changing priorities.

 

Job Responsibilities:

  • Become a technical expert in the use of and testing of product and provide training as needed
  • Provide product technical support for our enterprise customers and internal users, providing “white glove” service and ensuring inquiries are handled in a timely manner
  • Field questions, take requests and investigate problems related to our software products
  • Perform root cause analysis; understand, interpret, reproduce, and diagnose customer issues and work with the Engineering team to resolve the issue
  • Work with members of other departments/teams to resolve product issues –escalating issues as necessary
  • Perform or assist in performing test system modifications to prepare for implementation
  • Facilitate communication with internal teams; engineering, account management, operations, and customers – answering questions, explaining complex issues, and providing development status updates
  • Teach solutions to customers and document them in the Knowledge Base

Qualifications:

  • Bachelor’s degree or equivalent experience
  • 1-2 years of experience in a technical product support and/or software quality assurance role
  • 2+ years of experience providing direct support to external customers by phone, electronically, and/or face-to-face
  • Experience supporting or testing web-based (SaaS) applications
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