Product Support Specialist, SPAN

• This role requires a generalist’s mindset and an eagerness to learn and develop a broad expertise of SPAN’s products, across the mechanical, electrical, and software domains. A Tier 2 Product Support Specialist has experience working in a technical support role and is comfortable handling complex customer interactions
• Exceptional written and verbal communication skills
• Demonstrates the propensity to quickly resolve challenging technical problems and drive process/product improvements to improve the customer experience
• An ability to maintain empathy and patience while dealing with complex customer issues
• An ability to de-escalate emotionally heightened customer situations
• Capable of complicated problem-solving with little guidance
• Deeply process oriented and always looking to improve the efficiency of whatever you are working on
• Effective time management skills and capable of working on multiple tasks or complex projects at once
• Demonstrates exceptional attention to detail, ensuring accuracy and precision in all tasks and deliverables
• Demonstrated ability to collaborate effectively cross-functionally
• 5+ years of experience in a Technical Support role

Desirable

• SPAN is growing quickly and we’re looking for an experienced Product Support Specialist to help our Technical Support team ensure we’re providing a stellar customer experience to our technically-minded installer and non-technical homeowner customers
• This is a highly impactful senior support role that will: support customers directly by handling complex or undocumented technical and installation questions, partner with cross-functional groups to help develop internal and external resources, and monitor multiple communication channels for customer trends
• Your first 6 months will be spent fully on customer support ticket work, with a focus on becoming an expert on the complexities of SPAN products, as well as familiarizing yourself with our Customer Support tools, SOPs, and documentation resources
• In the longer term, you will continue to work on support tickets with a significant portion of your time but your role will also be shaped by the key responsibilities listed below
• Many of these responsibilities will be shared and performed in close coordination with your fellow Product Support Specialists. Together your collective objective is to support and enable our front line support agents, ensuring their efficiency and effectiveness
• Respond within the agreed upon timeframe (SLA) to any tickets triaged from Tier 1 and to responses from customers. This may include email, chat, or phone call follow up
• Ensure any information missing from SOPs or Support documentation is updated to reduce similar triage scenarios in the future
• Take over escalated customer situations from Tier 1 agents and handle the interaction with empathy and professionalism, collaborating with upper management and cross-functional groups as part of our internal escalation agreement when needed
• Proactively monitor relevant Slack channels, particularly those focused on product announcements and updates. Ensure that critical information is communicated to the Support team in a timely manner
• Monitor ticket trends and conduct deeper analysis on specific topics or issues, reporting findings to relevant stakeholders and helping drive customer improvements based on support data discoveries
• Participate in new feature and product launch meetings and conversations, reviewing requirements and providing feedback from a support perspective
• Engage with Product Subject Matter Experts (SMEs) to clarify troubleshooting steps and investigation protocols to ensure the accuracy of information, providing support to the Documentation team when requested
• Help maintain the accuracy of product-related Confluence pages by flagging discrepancies and outdated information to relevant stakeholders
• Ensure that new product knowledge is rolled into existing documentation around troubleshooting and FAQs by collaborating with the Documentation Specialist on a regular cadence
• Track software deployments, and document each version release in a manner that is accessible and approachable for Support, as needed
• Maintain a clear understanding of project ownership and facilitate communication between Support and Product teams when additional support or clarification is needed
• Oversee the QA app testing process, ensuring that Support agents complete testing before app releases. Address any access or technical difficulties they encounter, providing hands-on support as necessary
• Provide clear, actionable instructions to Support agents during the testing phase, outlining what they should look for and how to assess the completion of tests effectively. Emphasize the importance of the testing value
• Review technical documentation updates as they are released by Apps Engineering, providing constructive feedback to enhance clarity and usefulness