Sr. Product Support Specialist (L2 Support)
What does a great Product Support Specialist do?
As a Product Support Specialist, you will provide support for our entire line of Point of Sale products and premium services. Your primary responsibilities will be to:
- Intake customer support requests via the web, email, and chat channels
- Categorize and triage requests not related to product support
- Diagnose, troubleshoot, and document product issues
- Track and prioritize software defects that adversely affect our customers’ operations
- Identify solutions and workarounds for known hardware & software defects to get customers operational, as needed
- Work directly with internal and external customers to troubleshoot, recreate, and resolve issues related to Bypass Products
- Maintain tickets in our ticketing systems to provide accurate and current status of all Support queues for Bypass leadership
- Serve as an escalation point for our Customer and Technical Success teams and partners
- Contribute on knowledge base articles to expand self-help tools for all Product Support team members
Your day to day activities will also include working out of various complex work queues, creating reports and providing insights to Product Support Management to make changes that can improve the customer experience, speaking with key stakeholders in the Bypass leadership team, documenting your technical knowledge in the form of notes and manuals, and maintaining professionall relationships with customers, partners, and other teams. The shift for this role is slated for Friday-Monday 1pm-11pm EST.
Basic Qualifications for Consideration
- 3+ years’ experience in a technical support role for SAAS products and services
- 1+ years’ experience intaking, managing, and resolving escalations from other support representatives
- Strong independence and an ability to work without supervision or direction
- Strong understanding of troubleshooting methodology
- Positive attitude and ability to adapt to change
- Exceptional interpersonal and customer service skills
- Proven ability to analyze and extract meaningful information from data
- Strong time management and prioritization skills
- Excellent problem-solving skills
- Ability to provide step-by-step technical support, both written and verbal, to audiences of varying educational and technical backgrounds
- Highly-collaborative with internal and external customers
- Proven ability to advocate for customers’ positions internally while keeping the company brand and goals in mind
- Highly curious and creative
Preferred Skills, Experience, Education, and Competencies:
- Associate or Bachelor’s Degree in related field
- Academic writing and speaking style
- Excellent public speaking skills
- Strong understanding of common Software Release process, concepts, and methods
- Effective delegation and ability to manage up
- Experience interacting with 3rd party service providers and vendors to troubleshoot, identify, and resolve core integration issues
- Experience creating test cases and conducting User Acceptance Testing
- Excellent attention to detail
- Resiliency -- history of rebounding from adversity and setbacks when facing difficult situations
- High decision quality -- making good and timely decisions
- High emotional intelligence -- relating openly and comfortably with diverse groups of people
- Learning agility -- actively learning through experimentation when tackling new problems, using both successes and failures as learning mechanisms
- Determination and resourcefulness -- securing and deploying resources effectively and efficiently to overcome challenges and obstacles
Travel required:
Less than 5% during normal, non-pandemic operations.
R-10367703
