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Product Support Specialist

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The Consumers organization in this top tech company is all about focusing on the user. You work on flagship consumer products, actively supporting global users through help centers, contact centers, and online communities. You are a guru with detailed knowledge of a constantly evolving product suite to ensure that user feedback flows to the Product team and fuels innovation. In this highly cross-functional role, you are the voice of our users, tasked with problem-solving with the Product, Marketing, Legal and Engineering teams. You process suggestions, bugs, abuse and other product information to ensure we are constantly improving the user experience.

Responsibilities:
-Solve technical issues for customers and service center agents by troubleshooting and investigating problems, prioritizing and escalating issue reports, managing and optimizing issue workflow and proactively identifying support needs.
-Improve internal efficiency and customer satisfaction by proactively identifying opportunities to optimize existing or new processes and tools.
-Be versed on our online help, community forums, and high touch support channels and tools.
-Analyze and monitor key user and operational metrics to help drive improvements to our product and support offerings.
-Collaborate with Engineering, Product, Vendor workforce and other cross-functional teams on specific user-impacting issues and bugs.

Minimum Qualifications:
-BA/BS degree with 3-4 years relevant work experience working effectively cross-functionally with a proven track record of driving results.
-Excellent written and verbal communication skills.
-Excellent soft skills. Proven ability to turn frustrated customers into happy customers. Work with our partners (vendor ops and call center agents) in a positive, product way that encourages collaboration.

Preferred Qualifications:
-Experience working with technology-related products, support operations and/or consulting.
-Analyze and monitor key user and operational metrics to help drive improvements to our product and support offerings.
-Forensic skills and attention to detail with the ability to effectively multitask and work independently.
-Excellent project management skills.

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