Product Support Specialist
Ministry Brands
full-time
Posted on:
Location Type: Office
Location: Montana • United States
Visit company websiteExplore more
Tech Stack
About the role
- Respond promptly to client software support inquiries via the ticketing system
- Provide tailored technical support to users across all roles and seniority levels, ensuring prompt resolution of high-priority issues with discretion and professionalism.
- Diagnose and replicate software issues through various communication channels
- Collaborate with teammates to resolve client concerns
- Liaise with software development teams on reported client issues and assist in initial testing and documenting development related requests
- Share client feedback during team meetings to inform support strategy
- Identify recurring issues and contribute knowledge base content to reduce ticket volume
- Apply system knowledge when troubleshooting a problem and then use that knowledge to execute data cleanup as needed
- Escalate urgent issues appropriately
- Demonstrate a proactive client success mindset by anticipating user needs, delivering solutions that enhance satisfaction, and fostering long-term relationships through responsive and empathetic support.
- Guide clients on best practices and software usage.
Requirements
- High school diploma or equivalent experience
- 3+ years of technical support experience
- Intermediate to advanced SQL skills, including script writing
- Proficiency in Microsoft 365 (Word, Excel, PowerPoint, Outlook)
- Quick learner with strong grasp of software applications
- Excellent verbal and written communication
- Strong problem-solving and time management skills
- Detail-oriented and adaptable to new technologies
Benefits
- Robust healthcare options – Employees have several healthcare options to choose from in order to find what works best for them.
- Flexible paid time off – There is no perfect, one size fits all balance between work and home. We provide flexible work schedules, PTO for vacation, and up to 80 hours of paid sick/safe leave. We also feature 11.5 days of fully paid holidays!
- Paid parental leave – Adding a new child to the family is a big adjustment! We provide the time and income to allow parents to adjust to their new normal in the healthiest way possible.
- Mental health support – Ministry Brands is a stigma free company with the National Alliance on Mental Illness. Associates are supported through an Employee Assistance Program which provides access to in-person or virtual counseling at no cost.
- Professional development reimbursement – Ministry Brands aims to support your professional development and empower you to drive your career by providing financial assistance to our associates seeking to further their education and career.
- Employee Recognition & Rewards - At Ministry Brands, we use Nectar to celebrate achievements and strengthen our culture of recognition. This social platform empowers employees to send meaningful kudos, award points redeemable for rewards, and highlight contributions that exemplify our values. Through Nectar, we foster engagement and appreciation while providing tangible ways to recognize great work.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
SQLscript writingdata cleanup
Soft Skills
communicationproblem-solvingtime managementdetail-orientedadaptableclient success mindsetproactive supportempathetic support
Certifications
high school diploma