Product Support Specialist in 610 Newport Center Drive, #1400, Newport Beach CA 92660 at Broadbean Technology

Date Posted: 7/22/2018

Job Snapshot

Job Description

US - Broadbean

 

We're passionate about providing clients with products and service that are unmatched in our industry, in an environment that's both fun and challenging. We encourage our employees to build relationships, to get to know the internal and external clients they serve, and to do so in a way that develops their own personal style. The Product Support Specialist’s goal is to delight our clients by educating them on the flexibility and multiple functions of our software products. In addition, to help to resolve any issues, breakages or pain points escalated to our team that prevent clients from utilizing, selling, or supporting our products to their fullest capabilities. Our Product Support Specialists master knowledge of our products, are fully capable of using them on their own and in conjunction with other systems, and can explain technical software to non-technical audiences. As an escalation point for both our front line support staff, affiliated teams, and our Sales and Client Success organization, they recognize that by the time an issue reaches them, it is time to treat their tasks with the highest degree of urgency and sensitivity.

Job Duties and Responsibilities

  • Assist and educate our front-line support teams in their fielding of  client questions and issue reports in accordance with our company’s contractual SLA’s as assigned or as requested by means of group chat, email, phone or other sanctioned communication methods
  • Tend to internal client escalations on external clients in jeopardy as escalated to them by affiliated teams incluing but not limitefd to Sales, Customer Success, and Broadbean Leadership.
  • Partner with Product Management/Ownership on potential opportuinities for product enhancements and expansion of capabilities and functions
  • Develop product expertise to a level of mastery on one or several components of the Broadbean Job Distribution solution
  • Contribute regularly as assigned, or otherwise personally compelled, high quality and informative content and help articles to our product knowledgebase
  • Perform as assigned or on demand external client account reviews in contribution to client renewal efforts
  • Attended punctually all scheduled meetings and 1 on 1’s
  • Remain abreast of all product updates and releases and be prepared to communicate those to targeted audiences and afiiliated teams
  • Conduct product demos and trainings for internal and external clients as required
  • Take on additional departmental work as deemed necessary by leadership
  • Remain current on and adhere to various team and departmental protocols and processes distributed by a number of channels including but not limited to team meetings, email, group chat, etc.
  • Report to work on time per scheduled shift and adhere to scheduled meal period schedule.
  • Adhere to all internal employee policies at the team, departmental, and company level.

 

Job Requirements:

  • Bachelor’s Degree preferred, High School Diploma required
  • 1-3 years prior customer service experience in software or related field required
    • Previous experience with Salesforce, JIRA, & Confluence highly preferred.
  • Ability to thrive in an environment that is constantly changing, often uncertain, and at times chaotic
  • Comfortable leading projects without having the final say on finished product
  • Ability to hold oneself and team members accountable to timelines
  • Patience to learn from your team and peers before turning to yourself for all the answers
  • A strong sense of client advocacy.
  • Ability to analyze data provided and think critically.
  • Ability to both comprehend highly technical data/concepts, and pass that information to a non-technical audience.
    • Must possess a thorough understanding of system to system communication
  • Ability to write in grammatically correct professional English free of slang and regional colloquialisms (may be asked to provide writing samples).
  • Ability to speak in professional English free of slang, regional colloquialisms or the use of filler words.
  • A dynamic and friendly phone presence.
  • Quick adaptability to changes in process and language plan.
  • Proficiency in Windows or Mac computing environments.

 


 

CareerBuilder connects people with the right jobs at leading companies through the most innovative recruitment technology platform in the industry.  At Broadbean, a CareerBuilder company, we help recruiters find the best candidates quickly and effectively by integrating and partnering with complimentary tech businesses and job boards to make sure the process is everything recruiters need, not just what they can have. We’re all about the people who work here and cultivate a dynamic, open and creative place where everyone works together to drive the business forward.

When you're focused on the goal, not the path – you can be more flexible, and that translates into more productive and satisfied employees. From flexible hours to volunteering during work hours to diverse education opportunities, CareerBuilder is committed to helping employees strike a balance.

Here are just some of the amazing benefits we offer:

  • Training that positions you to hit the ground running with ongoing learning and development courses; we never stop investing in our people.
  • Comprehensive Medical, Dental & Vision Programs
  • Education Reimbursement Program allowing up to $5k per year towards completion of a Bachelor’s and non-MBA graduate degree, and up to $10K per year towards completion of an MBA!  No strings attached!  
  • $400 Annual Reimbursement for Wellness Activities, including your gym membership!  
  • 401(k) Program with Strong Employer Match and 2 year vesting schedule!  

CareerBuilder, LLC is proud to be an Equal Opportunity Employer. Applicants are considered for all positions without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, ancestry, marital or veteran status.

TSR ID: 000761