Product Specialist

• Address inbound customer inquiries regarding our platform’s features
• Answer all inbound support emails within 60 minutes or less, continually striving for faster response times
• Triage incoming customer support emails to specialized CS team members as needed
• Participate in live chat during our standard business hours
• Schedule live customer screen-sharing sessions and phone calls as needed
• Investigate and troubleshoot complex customer questions using intuitive problem-solving skills
• Identify patterns in incoming support emails and chats, and keep an eye out for potential issues
• Escalate product issues to our Technical Support Specialists
• Contribute to our ambitious conversion rate goals by conducting live onboarding calls with customers in a free trial
• Maintain alignment with the larger Customer Success team and other internal stakeholders
• Identify and report knowledge gaps and work to get them added to our knowledge systems
• Work with other SimplePractice teams to handle customer inquiries when inter-department collaboration is needed

Product Specialist · Dominican Republic Jobs