Product Support Specialist

As a Product Support Specialist, you are responsible for handling support requests from new and existing customers on a variety of topics. Using his/her knowledge of products or services, as well as outstanding customer service skills, this professional provides front line customer service via phone, chat, and email for Ele Via's products. This isn't a call center job - you will be collaborating with the customer, product development, and team members to work the cases to resolution.

The most successful person in this role is someone resourceful and a willingness to help our customers with their solution needs. As your knowledge of our product and industry grows, you will be making a difference with our customers, contributing to the smooth operation of their business.

• Responds to incoming support requests in a prompt, professional and helpful manner.
• Clearly documents all customer interactions via Salesforce case tracking system based on current policies and procedures.
• Utilizes basic troubleshooting skills, Knowledgebase articles and fundamental product knowledge to resolve low to moderately complex support tickets.
• Create Knowledgebase articles and review articles for accuracy based on case issues.
• Schedule and conduct sessions with customers to resolve in-depth issues and gather supplemental information on the issue, including screen captures, log files, error messages, etc.
• Effectively manages and escalates issues with peers and team members for warm transfer process with a fully documented case including all background information gathered during customer interactions.
• Attempt to duplicate suspected defects in VM lab environment
• Determine if existing issue relates to known defect currently being tracked in the JIRA database.

• Accounting/Finance or CS degree and/or equivalent experience.
• Must be able to work 8am - 5pm CST
• Ability to problem solve for researching and troubleshooting customer questions.
• Excellent time management and organizational skills.
• Outstanding communication skills, both oral and written.
• Highly self-motivated with a high level of attention to detail.
• Experience working in a team-oriented, collaborative environment.
• Proven analytical and problem-solving abilities.
• Up to 10% travel for company and team events.

• Direct experience with Deltek Vision/Vantagepoint software or similar accounting systems.
• Experience with CRM Case Management platforms such as Salesforce Service Cloud is a plus.
• Experience with Ele Via.
• AECO experience.

Equal Opportunity Employer
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