Product Support Specialist (Contract)

JOB DESCRIPTION

Finalsite is the preferred website, communications, enrollment, and marketing platform of more than 7,000 schools and school districts in 119 countries around the world. The company’s people, products and services transform how schools connect and engage with their community, recruit students and staff, and fundraise; while managing the complex requirements around data privacy, accessibility, hosting and security. Finalsite products and services include award-winning website designs, a robust content management system, mass communications tools, a powerful enrollment management system, innovative inbound marketing tools, data integration, training, support and marketing consulting. Finalsite is headquartered in Glastonbury, CT, USA with employees who work remotely in nearly every state in the U.S. as well as Europe, South America, and Asia. For more information, please visit www.finalsite.com.

VISION

Finalsite will transform the way school communities engage with their schools.

SUMMARY OF THE ROLE

We are looking for a team member who is committed to excellence and passionate about helping clients. The ideal candidate will have a broad range of web technology and communication skills, but be able to become an expert in key areas. This is a customer facing role, so strong written and verbal communication as well as a desire to help is essential.

This is an entry-level, contract position in a motivating, supportive and fast-paced environment, with the potential to evolve into permanent, full-time employment. Our company is headquartered in Glastonbury, Connecticut and this role is open to local as well as remote candidates in the United States.

LOCATION

100% Remote - Anywhere within the US

RESPONSIBILITIES

• Support our awesome clients via ticketing system, phone, and social media in a timely manner

• Provide support, training, and implementation assistance for our Content Management System, Learning Management System, and suite of products

• Troubleshoot, investigate, and create detailed bug reports and product enhancement requests.

• Participate daily in team stand-up meetings covering challenging tickets, software bugs, and other items of note.

• Stay up-to-date on new product features and improvements.

• Strengthen the Finalsite brand by exhibiting excellence in product knowledge and customer service

QUALIFICATIONS AND SKILLS

• Experience/knowledge of basic internet concepts and technology such as use of web-authoring/CMS software, browsers, digital media, web design/graphics, social networking/media, email processes, HTML, CSS, JavaScript, DNS, SEO, Google Analytics, etc.

• Associate’s or Bachelor’s degree, or commensurate experience.

• Prior customer service or technical support experience preferred, but not required.

COMPETENCIES REQUIRED

• Able to react and adjust quickly to changing conditions.

• Excellent communication skills; able to communicate effectively and articulately in writing and orally.

• Strong customer focus with the ability to maintain effective working relationships internally and externally and relate well to people from diverse groups.

• Ability to work in a fast-paced environment and juggle multiple priorities.

• Solid problem solving skills with the ability to think quickly and creatively when required, assess a situation and make a sound decision.

• Solid listening, organization, attention to detail, and priority setting skills.

• Ability to work and produce in a team environment when required as well as being able to work without supervision.

RESIDENCY REQUIREMENT

Finalsite offers 100% fully remote employment opportunities, however, these opportunities are limited to permanent residents of the United States. Current residency, as well as continued residency, within the United States are required to obtain (and retain) employment with Finalsite.

DISCLOSURES

Finalsite is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. EEO is the Law. If you have a disability or special need that requires accommodation, please contact Finalsite's People Operations Team. Finalsite is committed to the full inclusion of all qualified individuals. As part of this commitment, Finalsite will ensure that persons with disabilities or special needs are provided a reasonable accommodation.