The Product Support Specialist will play a critical role in ensuring that consumers get the most from Client?s Identity products and services. This person represents the voice of Client?s users: they will own and manage the day-to-day operations of our scaled support channels as well as identify areas of opportunity and expansion for scaled support. Other key parts of this role include escalation management and process refinement, executing on product launches and projects, defining metrics and reporting, and ensuring our Product Experts (support channel volunteers) are motivated and engaged with our users. Mandatory Skill/Experience/Education:
Self-starter; excellent at problem solving, process improvement, and follow-through Data-driven
Experience defining, reporting, and creating a narrative on metrics?
Support-oriented; highly responsive to individual user requests but also able to step back and see the bigger picture and strategy?
Strong written, oral communication, and people skills; able to build effective working relationships with?various stakeholders and external users?
Ability to multi-task, set priorities, and work quickly and efficiently in a high-paced environment
Familiarity with processes for collecting user feedback and translating into actionable insights
Familiarity with social landscape, tools, and channels?
Sufficient technical background to be able to file useful bugs for Product and technical teams
Associated topics: assistance, information technology analyst, information technology support, patient, support, support analyst, support specialist, technical support, technician, technician i
* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.