Senior Product Support Specialist

Force Therapeutics

39d•Remote

About The Position

The Client Success & Strategy team is responsible for ensuring successful utilization of the Force platform to enable a tighter relationship between care teams and their patients. The Support Team sits under the wider umbrella of CS&S and provides technical support and resources to make utilization of the platform as seamless as possible. As a Senior Product Support Specialist, you’ll act as the front line support in assisting both the providers and patients who utilize the Force platform. Your world class customer service skills will help our customers confidently utilize our product. You also possess a strong blend of technical expertise, problem-solving skills, and exceptional communication abilities. You will extend the knowledge you gain from supporting patients and providers to partner with client implementations and ongoing client relationships.

Requirements

Troubleshooting and Technical Expertise: You bring 2-4 years experience in troubleshooting skills and ability to systematically analyze and resolve technical issues.
SaaS Customer Experience: You have exceptional interpersonal and communication skills, with the ability to effectively communicate technical concepts to non-technical users.
Process Innovation and Adaptability: You enjoy the challenge of following through on new processes and workflows to tackle challenges and are comfortable doing so in a fast-paced and ever-changing environment.
Experience with Reporting and Data Elements: You have the experience running, analyzing, and explaining standard client reports related to platform and support tool usage.

Nice To Haves

Previous customer-facing experience in SaaS preferred
Experience with Enterprise Support Tools: You have experience with ticketing systems (Intercom preferred), CRM platforms, and other support tools is a plus.

Responsibilities

Customer Centric: You will provide timely and effective product support to customer queries via various channels, including email, phone, and chat. You will partner with client success managers to lead platform overview training sessions as well as provider training related to new product functionality for enterprise clients.
Support Execution: You will troubleshoot and resolve product-related issues reported by customers, ensuring prompt resolution and customer satisfaction. You will also diagnose and troubleshoot technical issues related to Force, including software functionality, connectivity, and user interface.
Cross-functional Collaboration: You will collaborate closely with cross-functional teams, such as product management, engineering, and quality assurance, to identify and resolve product defects or enhancements. You will document and escalate complex technical issues to the appropriate internal teams, such as software developers or engineers, for further investigation and resolution. You will also work closely with customer success managers to provide ongoing support for enterprise accounts.
Team Player: You will support client meetings such as implementation calls, monthly client meetings, Executive Business Reviews for enterprise accounts, and work closely with customer support managers to track provider usage of the platform and deliver monthly metrics related to support needs.

Benefits

Medical, Dental, and Vision Insurance: Comprehensive coverage to ensure you and your family's health needs are always met.
401k Retirement Planning: To set you up for long-term financial security with a company match.
Pre-tax Commuter Benefits: Pre-tax option towards parking and transportation to help you get around town.
Generous PTO: Ample vacation time, unlimited safe and sick time, volunteer time off, and extra holidays, so that you take the time you need.
Summer Fridays: A nod to work-life balance, ensuring you get the most out of those sunny summer days.
Remote-Friendly Workplace: We believe doing your best work means providing the flexibility to do that work in the environment where you feel most productive.

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