Product Support Specialist

Autotask Corporation develops professional services automation software that operates as a Web-based information technology (IT) services management software. Its software is designed to enable the management of professional services, such as managed services, break-fix, consulting engagements, system integration, networking projects, software implementations, service desk contracts, and scheduled maintenance.

A Product Support Specialist – Tier II will work in a customer support environment with an emphasis on responsiveness and high levels of customer satisfaction. They will be providing support over the phone and in electronic communications. They will be responsible to answer system questions, and troubleshoot to resolve or properly escalate all incoming support incidents. They will be expected to deliver the highest level of service in the industry.

• Build ongoing relationships with customers
• Answer system questions and provide workflow and implementation best practices when necessary
• Troubleshoot to resolve or properly escalate support incidents
• Staff the Help Desk phones per your schedule
• Call customers as needed as you manage their incident
• Answer escalated phone calls as needed
• Review potential defects for accuracy and ticket quality for submission to Engineering
• Create articles for our customer facing knowledge base, when related information is not present
• Develop and maintain advanced knowledge of products, integrations and the supporting technologies
• Work with Engineering teams to correct customer issues
• Maintain the ticket backlog in accordance to the ongoing communication service level agreement
• Recognize trends within reported issues and identify potential user concerns to determine a root cause and/or workarounds for customers

• Associates or Bachelor’s degree in Business Administration, Information Technology preferred, or equivalent experience
• Work a pre-scheduled company holiday(s) when needed
• Candidates should have a demonstrated aptitude for learning new technologies and applying general and industry specific business knowledge in a fast paced, analytical and team-oriented environment
• One or more years of Product Support Specialist - Tier I or related work experience
• Must be able to utilize resources effectively to troubleshoot and resolve complex customer issues quickly
• Experience managing and responding to multiple issues in the same time period
• Computer literacy skills: file system basics, operating system navigation, conceptual network connectivity, Internet and internet browser literacy
• Strong written and verbal communication skills, including the ability to appease frustrated or angry customers in a positive, sympathetic, and diplomatic way
• Ability to approach support issues from a training perspective when required