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Product Support Specialist
Location: East Greenbush, NY
Status: Full-Time
Benefits: Company paid medical and dental, holiday, and vacation
Autotask Corporation is seeking highly motivated professional to join one of the fastest growing Software as a Service companies in the Northeast as a Product Support Specialist in our Client Services department.
Autotask provides an innovative, web-based business management solution to automate and manage people, projects, and processes more efficiently. Founded in 2001, Autotask achieved profitability almost immediately and has since become the pioneer and #1 provider of web-based IT Services Management Software.
Autotask has won numerous local and national awards for its technology and its management including "Rising Star," and has been recognized for the past four years as one of the "Great Places to Work in the Capital Region". Autotask has also enjoyed revenue growth year over year.
We are seeking a self-motivated individual to help us innovate and enhance our flagship product. The environment is growing rapidly, team based, and challenging.
Overview
To work in a web-based customer response and support environment designed to achieve high levels of customer satisfaction. Role will be to respond to, escalate, and resolve all incoming customer requests for support. Support the Autotask web-based application, resolving technical and other client issues and ensuring that client interests are represented. They will create "raving fans" by delivering the highest level of service in the industry.
Essential Responsibilities
- Rapidly identify and respond to all incoming customer support requests via phone, email, or client access
- Continually triage and prioritize incoming tickets
- Build ongoing relationships with customers
- Work directly with customers to reinforce a process based integration to their environments
- Identify when customers need to work with designated Account Managers to resolve workflow or other in depth process issues
- Look for opportunities to up sell professional services
- Help maintain our customer online help tool
- Identify areas where processes may be improved
- May assist with software testing and other Quality Assurance efforts
- Provide input to development on key features for future versions of products
- Provide post release feedback to company
Qualifications:
Successful candidates must have the following skills and experience:
- Associate or Bachelor degree in Business Administration, Information Technology, or related field preferred
- Demonstrated aptitude for learning new technologies and applying general and industry specific business knowledge in a fast paced, analytical and team-oriented environment.
- Strong computer literacy skills: operating system navigation, conceptual network connectivity, Internet and internet browser literacy, file system basics.
- Strong written and verbal communication skills, including the ability to appease frustrated or angry callers in a positive, sympathetic, and diplomatic way.
- Ability to approach support issues from a training perspective when required.
- Experience managing and responding to multiple issues in the same time period.
- Effective troubleshooting skills: habitual use of triage based approaches to problem solving where the solution is reached by reducing the complex to the simple with an ever-narrowing focus.
- Technical or application support experience, software deployment, or technical account management experience in a technical environment, preferably with a software company.
- Experience managing and responding to multiple issues in the same time period.
- Familiarity with CRM and Billing software a plus.
- Knowledge of organizational workflow processes a plus
To apply for this position, please click here to email with your qualifications, resume, and salary history.
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