Technical Product Support Specialist (Remote)

The job overview for the Technical Product Support Specialist position at Allergan Data Labs is to provide exceptional white glove service to customers, manage accounts, perform technical onboarding, and provide user education for the Allē for Business platform. The specialist will troubleshoot and resolve technical issues, collaborate with cross-functional teams, and continuously enhance support procedures and documentation. They should have 3+ years of experience in technical support or customer service, excellent analytical and problem-solving skills, and familiarity with support ticket management systems and messaging tools. Strong communication, customer empathy, and attention to detail are also required.

• Provide exceptional white glove service to customers through various channels such as email, phone, and chat
• Manage accounts and perform technical onboarding to ensure successful adoption of the SaaS platform
• Provide user education to customers to ensure they get the most out of the platform and features
• Troubleshoot and resolve technical issues, escalating as necessary
• Collaborate with cross-functional teams to identify and address customer pain points
• Enhance and maintain support procedures, policies, and documentation
• Assist in enhancing the knowledge base in collaboration with Technical Writers
• Become a subject matter expert in Alle For Business personas
• Collaborate with cross-functional teams for escalated technical issues
• Thoroughly document client interactions for future use and review
• Provide input on improving the customer experience and internal processes

• 3+ years of experience in technical support, customer service, or account management
• Excellent analytical and problem-solving skills
• Experience with support ticket management systems such as Zendesk, Salesforce, etc. and optimization of such systems
• Web page and Android/iOS Apps troubleshooting experience
• Experience with messaging tools
• Strong written and verbal communication and ability to be the voice of the customer
• Proactive, with the ability to work independently and collaboratively as needs arise
• High customer empathy, patience, resourcefulness, and exceptional customer service skills
• Understanding of software development and customer support cycle
• Excellent attention to detail, ability to prioritize, and work on multiple projects simultaneously in a fast-paced environment
• Enthusiasm to become a subject matter expert in our products and promote products and/or services when opportunity arises with customers
• Self-starter with a positive attitude and desire to go above and beyond

• Competitive salary
• Competitive annual bonus targets
• 401k with dollar for dollar match, up to 6% of eligible earnings
• RSU grants (Long Term Incentives) for approved roles
• Comprehensive medical, dental, vision, and life insurance
• 17 paid holidays per year, including 3 floating holidays
• Annual Paid Time Off (PTO), with separate sick days
• 12 weeks paid Parental Leave
• Caregiver Leave
• Adoption and Surrogacy Assistance Plan
• Flexible workplace accommodations
• Opportunities to attend Lakers, Knicks, Anaheim Ducks, Anaheim Angels, and NY Rangers games
• Opportunities to attend concerts, festivals, and other live entertainment events
• Tuition reimbursement
• Attend a tech or marketing conference of your choice each year
• A MacBook Pro and accompanying hardware
• A modern productivity toolset (Slack, Miro, Loom, Lucid, Google Docs, Atlassian, etc.)
• Generous discounts on SkinMedica skin care products
• Discounted aesthetic treatment days multiple times a year
• $600 worth of Alle benefits each year to use towards aesthetic treatments and products
• Eligible for donation matching to over 1.5 million nonprofit organizations
• Attend AWS Re:Invent in person (Las Vegas) or virtually each year (for certain roles)