Product Support Specialist

We are seeking a dedicated and client-focused Product Support Specialist to join our team. In this role, you will be the primary point of contact for clients and internal employees addressing their inquiries, troubleshooting technical issues, and ensuring a positive client experience. The ideal candidate has excellent communication skills, a problem-solving mindset, and a passion for helping others.

The work schedule for this position is 8a-5p PST (11a-8p EST)

Key Responsibilities:

• Respond to clients/employees via phone, email, and Microsoft Teams in a timely and professional manner.

• Diagnose and troubleshoot issues related to company software, providing clear and concise solutions.

• Escalate complex problems to higher-level support when necessary, ensuring proper documentation of the issue.

• Follow up with clients to ensure full resolution of issues and satisfaction with the service provided.

• Maintain up-to-date knowledge of company products and services to assist customers effectively.

• Provide feedback to the product and development teams on recurring issues to help improve the customer experience.

• Create and update documentation, FAQs, and user guides to assist clients in resolving common problems on their own.

• Assist with onboarding new clients by providing setup assistance and answering questions about product usage.

• Monitor support tickets and ensure that all inquiries are resolved within established SLAs.

• Collaborate with team members to identify areas for improvement and share best practices.

Requirements

  • Previous experience in a customer support, helpdesk, or technical support role preferred.

• Excellent written and verbal communication skills.

• Strong problem-solving skills with the ability to think critically and troubleshoot effectively.

• Ability to manage multiple tasks and prioritize in a fast-paced environment.

• Proficiency with customer support tools and software (e.g., Microsoft Teams, Outlook, DME Billing Software, Office Suite)

• Strong interpersonal skills and a customer-first attitude.

• Ability to work independently and as part of a team.

Benefits

Prochant offers some of the best benefits in the industry! We take great care of our employees. Prochant’s Fortune-500 level benefits package includes:

• Health Insurance

• Gap Insurance

• Dental Insurance

• Vision Insurance

• Short Term / Long Term Disability (company paid)

• Term Life Insurance (company paid, employee can elect additional)

• Full suite of supplemental insurance plans, including:

  • Disability Income

  • Level Term Life

  • Accident Insurance

  • Critical Illness Insurance

• Floating holidays and paid time off

• 401K with company match

• Employer Paid Family Teledoc plan