Senior Product Support Specialist

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Welcome to Penta Software, a construction-accounting software company that revolutionizes the way construction utilizes technology. We’ve spent 50 years honing our craft, and we’re just getting started. The latest in the family of Penta products is STRUXI Labor Cost Management, a construction payroll solution designed to give construction companies the granular labor cost information they need to quickly make decisions that directly impact their bottom line.

As the STRUXI Labor Cost Management Product Specialist you’ll be the primary resource optimizing our customers' use of the Struxi Labor Cost Management Product. You’ll ensure they have the resources needed to configure STRUXI to meet their specific construction payroll needs. You’ll inform product decisions by representing the customers' needs in prioritization discussions and ensure product improvements meet our customers' needs.

We’re looking for a top-notch troubleshooter and customer advocate with a desire to become a trusted expert in our product and industry.

Here's what an ordinary week might look like:

• Be a subject matter expert in construction payroll and the STRUXI Labor Cost Management solution.
• Provide assistance to users who are implementing and using STRUXI via help center support ticket.
• Schedule and conduct sessions with customers to resolve in-depth issues and gather supplemental information on the issue.
• Troubleshoot problems reported by users and collaborate with the software development team to provide solutions.
• Contribute content to the STRUXI Knowledge Base following customer interactions.
• Provide instruction to users on the use and setup of STRUXI to meet their needs.
• Provide feedback to the software development team on enhancements and fixes to ensure they meet customer needs.
• Promote solution quality and hold the software development team and product to high quality standards.
• Provide feedback to the software development team on high priority customer problems and requests.
• Provide data-driven insights and recommend solutions based on quantitative and qualitative data on customers, the construction software market and Penta.
• Engage with end users to better understand how they are using the product.

This job is for you if:

• You understand the needs of our users - having worked in payroll or accounting, ideally in the construction space.
• You have a passion for technology and use it to improve the efficiency and effectiveness of people’s work.
• You drive urgency in issue resolution and have excellent problem solving abilities.
• You thrive in a fast-paced environment and can pivot quickly with changing priorities.
• You enjoy and excel at balancing the tradeoffs between feasibility, cost and time as you solve problems.
• You have experience working in or are excited to be a part of a fast-paced Agile environment.
• You have excellent time management and organizational skills.
• You have prior experience in a customer support or similar role.
• You have outstanding communication skills, both oral and written, with an emphasis on user empathy.
• You are highly self-motivated and directed with a high level of attention to detail.

Here's what Penta offers:

• An Agile organization working in a fast-paced, ever-changing, exciting environment.
• Work with mentors who care about your personal growth and development.
• A culture committed to continued growth and development.
• An onboarding experience designed to set you up for success by providing the support you need with clearly understood expectations.
• A team with rich construction payroll domain knowledge to help you understand our users and the challenges they face.
• A 100% remote work environment.
• Comprehensive benefits including Health, Dental, Vision, Disability, Life Insurance, 401k with company match.
• Additional perks including internet reimbursement and flex expense allowance to support your health and wellness.

Penta cannot provide Visa sponsorship at this time.

• Seniority level
  
  Mid-Senior level

• Employment type
  
  Full-time

• Job function
  
  Customer Service and Information Technology
• Industries Software Development

Referrals increase your chances of interviewing at Penta Software by 2x

Medical insurance

Vision insurance

401(k)

Tuition assistance

Disability insurance

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