Product Support Specialist

• Serve as a contact for Key Users of Elite and Enterprise Customers.
• Work on elevated tickets from local support to Elevated Support group in ZENDESK.
• Answering questions from Customer Support Agents in public SUPPORT TEAMS channel.
• Direct forms requests to Tech Team, GOC or development.
• Prioritization of tickets and solving them accordingly.
• Handle elevated tickets from local support to Elevated Support group in ZENDESK.
• Provide statistics for Enterprise Success Plan customers.
• Forwarding valuable customer requests to Product Management.
• Offer incident summaries to customers and relevant internal departments.
• Collaborate with TAM/CSM/Pre-Sales/Professional Services on solutions for Enterprise Accounts.
• Respond to queries from Customer Support Agents in the public SUPPORT TEAMS channel.

The Product Support Specialist is a capable, technically focused support expert who aids Technical Account Managers (TAM), Customer Success Managers (CSM), local support teams, and customers in their local language. The PSS offers both 1st and 2nd Level Support for products not covered by the Global Operations Center (GOC) and serves as the main contact for Key Users of enterprise accounts. This role aligns with the Experience Services Success Plan agreements provided to our clients.

• Strong problem-solving skills and the ability to troubleshoot complex technical issues.
• Strong organizational and prioritization skills.
• Ability to work effectively in a team environment and collaborate with cross-functional teams in multiple locations.
• Customer-focused with the ability to manage customer expectations and resolve issues efficiently.
• Advanced application and technical support.
• Excellent communication skills, both written and verbal. English mandatory.
• Representing 6-12 months equivalent experience in Information Technology, Computer Science, or a related field, demonstrating a strong foundation in technical skills and knowledge.
• Experience with support tools like ZENDESK.

You can expect to work in a supportive and nurturing environment, with experts in their fields who strive for quality and excellence without compromising others. We also believe in a flexible and autonomous working environment, focused on the continual growth of our employees.