Product Support Specialist
Mixcloud
Job Level
JuniorMid-Level
Tech Stack
Cloud
About the role
- Complete product knowledge to educate and support our clients’ business needs using Wynshop
- Provide high-quality technical support to customers across the globe through various channels, including telephone interactions, emails, or our incident tracking system, in order to resolve client-reported issues.
- Gather the required information necessary in order to best handle customer software and technical inquiries to make an accurate initial diagnosis.
- Manage customer expectations regarding estimated response times for issue resolution.
- Meet SLA response and resolution times
- Perform problem analysis and isolate problems of minimal to moderate complexity, with general instruction and oversight from team leads and/or management.
- Extensively research and document customer technical issues.
- Document solutions for the knowledge base
- Collaborate with the R&D and Cloud Teams while remaining the primary contact for the customer for Emergency Incidents.
- Partner with Technical Support team members on various strategic projects as needed.
- Providing after-hours emergency support assistance to customers on a rotating basis with other customer support team members.
- Team rotation to cover support needs on evenings, weekends, and holidays as needed.
- Effectively manage assigned work remotely
Requirements
- Bachelor\'s Degree or two years of related experience
- Two years of experience in a customer service role
- Experience with programming languages and relational databases
- Excellent communication and interpersonal skills
- Excellent problem-solving and troubleshooting skills
- Strong analytical and critical thinking skills
- Proficiency in troubleshooting software, hardware, and database platforms
- Proficient with Microsoft Office
- Nice to Have Prior experience working in the retail or grocery industry
- Familiarity with APIs
- Conceptual understanding of Content Management Systems
