Remote Product Support Specialist

Website Cambium

The Product Support Specialist will provide customer support to external customers for all web-based applications to ensure a successful implementation of those products. The Product Support Specialist serves as the front-line company contact for external customers and is assigned specific tasks with which they assist. The Support Specialist is responsible for routing customers to the appropriate location when the request falls outside their responsibilities, including escalating issues. This person must be proactive in solving problems.

The Product Support Specialist must be a highly motivated, confident, team-focused person who will enjoy a fast-paced, multi-tasked, deadline-oriented environment. This person must work effectively in a team environment to achieve total customer satisfaction.  The ideal candidate has 2+ years of customer support experience and is flexible, customer-focused, pragmatic, and able to balance multiple tasks. This position is full-time, Monday through Friday.

Job Responsibilities:

  • Provide customer product support via phone, email, and other channels.
  • Provide technical support by educating users, troubleshooting web-based applications, and identifying, researching, reporting, and resolving technical issues.
  • Assist customer with auto-rostering setups and troubleshooting through SFTP
  • Provide details on Single Sign-on processes and setup (Clever, OneRoster, and Classlink).
  • Tracks, documents, and responds to all customer inquiries using the Salesforce ticketing system and provides effective problem resolution.
  • Create digital sample accounts for internal and external stakeholders.
  • Report defects and feature requests to the development team
  • Builds and maintains customer relationships.
  • Expert on all Voyager Sopris web applications and the latest hardware, software, and networking technologies
  • Continually improves technical knowledge and service skills.
  • Continually improves company knowledge of products and services.
  • Communicates clearly and effectively with customers and Voyager Sopris personnel.
  • Works closely with internal teams to ensure great customer experience, including tracking and reporting on customer technical issues.
  • Assists in testing updates to existing web applications and user acceptance.
  • Has a direct impact on making our customers successful by increasing their product understanding.

Job Requirements:

  • Minimum of a High School diploma required and 2+ years of experience in customer support
  • Demonstrated phone and email skills successfully supporting customers, particularly with technical questions.
  • Familiarity with case tracking and customer relationship management software. Experience with Salesforce and Jira preferred.
  • Experience supporting Software as a Service, web browsers, networking principles, application support, and hardware device support such as phones, tablets, laptops, and desktops.
  • Team player and ability to work in a team environment.
  • Good organizational skills, accuracy, and attention to detail.
  • Comfortable in a fast-paced and changing environment.
  • Ability to quickly learn new features and particulars of software applications.
  • Excellent communication skills (written and verbal) and interpersonal skills
  • Ability to work with customers at all levels of technical expertise and provide support accordingly.
  • Must be self-directed and proactive.
  • Ability to speak Spanish a plus.

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