Product Support Specialist in Irvine, CA at Broadbean Technology

Date Posted: 7/30/2018

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 SLA’s by group chat, email, phone or other standard internal communication methods.
  • Tend to internal client escalations on external clients in jeopardy, as escalated by afiiliated teams including Sales, Customer Success, and Broadbean Leadership.
  • Partner with Product Management/Ownership on potential opportunities 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 and take initiative on developing high-quality and informative written content and help articles about product knowledge.
  • Perform external client account reviews in contribution to client renewal efforts.
  • Remain abreast of all product updates and releases and be prepared to communicate them to targeted audiences and affiliated teams.
  • Conduct product demos and trainings for internal and external clients.
  • Take on additional departmental work as deemed necessary by leadership.
  • Remain current on and adhere to team and departmental protocols and processes distributed by a number of channels including team meetings, email, group chat, etc.
  • Report to work, attend meetings & calls, and adhere to scheduled meal periods punctually.
  • Adhere to all internal employee policies at the team, department, 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 speak and prepare written emails, documents and internal articles in a grammatically correct and professional manner that is appropriately targeted to the intended audience.
  • A dynamic, friendly and professional phone presence.
  • Quick adaptability to changes in product, procedures, process and protocol.
  • 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: 000567