Product Support Specialist

Product support specialists educate current and prospective customers about a company’s products and services. They present informative pitches and demonstrations to leads and answer any questions. They assist new and existing customers by explaining features, clarifying operating instructions, and providing troubleshooting tips. They also diagnose technical issues and assist with repair requests. They may also train or educate internal users and create training programs or materials. They may compile a database of common questions or issues in order to develop FAQs or troubleshooting guides.
Product support specialists typically have a bachelor’s degree in any discipline, although an equivalent combination of education and relevant professional experience may be acceptable. They commonly have a background in tech support or customer service. In-depth expertise with the products involved is helpful. Good communication skills are a must and can speak Spanish to support Customers from Spain.. The Technical Support Specialist will work within the Customer Support Team and will report to the Director of Customer Support team. This position is an advocate in the overall culture, vision and values of ZENOTI.  

What will I be doing? 

• Escalate requests and issues to the appropriate internal team.
• Schedule the ordered medical service accurately and links order to appointment.
• Act as direct contact with internal and external customers.
• Track and report on support metrics and support team performance.
• Multi-task, problem-solve, and prioritize in a fast-paced working environment.
• Manage overall strategy to ensure proper levels of product support coverage.
• Record detailed information into a work order/service ticketing system for all calls/emails.
• Analyze and validate system requirements, and existing business processes.
• Review work queues to identify unscheduled ordered services and connects with the patient to schedule the appropriate service.
• Encourage and support process improvement initiatives identified by team members.
• Ensure all safety and security rules are strictly observed and any accidents, incidents or injuries are promptly reported to management.
• Identify training opportunities and help sales partners develop a stronger understand of product nuances.
• Write simple to moderately complex test plans and test cases to ensure changes that are made to the application meet client needs and maintain application integrity.

What skills do I need? 

• 5+ years of experience in supporting web based enterprise applications. 
• 3+ Years working for a support team and a technology centric background. 
• Speak English and Spanish speaking to support Spanish customers.
• Able to work with cutting edge technology and assimilate information rapidly 
• Proven experience in managing a service and support focused team culture 
• Ability to handle ambiguous situation – internal and external stakeholders. 
• Strong logical, analytical and problem solving skills. 
• Excellent communication skills in English and Spanish. 
• Can work in a fast paced, ever changing, start-up environment. 

What's the opportunity? 

We are looking for Technical Support Specialist with excellent communication skills to be part of the team that develops the next generation of cloud-based products for the service industry. Customer Support Specialist will be involved in assisting our customers in using the Zenoti products.