Product Support Specialist
Stripe
SQL
Technical Account Manager
Transact Campus
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteJob Level
JuniorMid-Level
Tech Stack
SQL
About the role
- Deliver proactive, customer success-focused technical support to paid support customers
- Analyze support trends and customer usage patterns to identify optimization opportunities for paid support clients
- Develop proactive solutions and recommendations to prevent recurring issues
- Create customer-specific guidance and best practices to improve system utilization and ROI
- Collaborate with customers to implement preventative measures and process improvements
- Contribute to value-added service offerings and premium support methodologies
- Serve as a strategic advisor to paid support customers, demonstrating the value of premium support services
- Work within the Value-Added Services team alongside Senior Technical Account Managers
- Collaborate with Technical Support Engineers when additional technical expertise is needed
- Partner with Customer Success teams to ensure alignment between strategic support initiatives and customer relationship goals
- Interact with customer administrators and IT leaders to implement proactive measures that demonstrate the value of their premium support investment
Requirements
- 2-4 years of technical support experience with demonstrated customer success orientation
- Strong analytical skills with ability to identify patterns and trends from support data
- Proven experience in customer-facing roles with consultative problem-solving approach
- Advanced troubleshooting skills with focus on root cause analysis and prevention
- Excellent communication skills with ability to present strategic recommendations to customer stakeholders
- Experience with SQL databases and basic data analysis capabilities
- Understanding of enterprise software architecture and system optimization principles
- Customer success mindset with focus on proactive relationship management
- Ability to think strategically about customer outcomes and value demonstration
- Strong organizational skills for managing multiple customer optimization initiatives
- Preferred: Bachelor's degree in information technology, Business, or related field
- Preferred: Experience in customer success, account management, or premium support services
- Preferred: Knowledge of data analysis tools and reporting platforms
- Preferred: Background in process improvement methodologies
- Preferred: Experience in healthcare, higher education, or financial services environments
- Preferred: Understanding of value-added services and premium support models
- Preferred: Familiarity with customer success metrics and outcome tracking
- This position will be responsible for the handling of PHI (personal health information) and/or other types of SPI (sensitive personal information) and will be expected to comply with all applicable laws and internal policies with regards to handling of PHI/SPI.
