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Enquire is now Aline · 1 day ago

Support - Product Support Specialist

United States

Full-time

Remote

Entry Level

1+ years exp

Aline is a company committed to providing an empathy-based customer experience. The Product Support Specialist is responsible for ensuring users receive timely support and solutions while resolving complex customer inquiries and maintaining a positive interaction experience.

ConsultingInformation TechnologyMarketing Automation

H1B Sponsor Likely

Responsibilities

Further classifies, understands, documents, and resolves customer support inquiries

Provides support, education, and coordination for internal and external users

Uses the following communication standards and techniques to engage with customers:

Connect: Be lively, be engaging, be human. Something as simple as a friendly introduction can dramatically soften the tone and emotion of their response. Help them feel we practice the “empathy” that we preach in prospect-centered sales

Untangle: Seek to clarify and understand the details of their issue rather than offering quick, generic solutions. Help them feel they are “being heard”

Resolve: Provide timely, specific solutions. Seek to resolve the core issue at hand, rather than symptoms of the issue, which will likely continue to occur. Help them feel they are valued as a customer

Maintains responsibility for customer support tickets until they are resolved

Configures and troubleshoots software solutions according to customer specifications, operating processes/procedures, industry best practices, and project timelines

Provides recommendations to customers and internal R&D teams to prevent the recurrence of common issues and decrease implementation/support efforts

Escalates support issues to development teams as needed

Enters and updates support activities, tickets, and knowledgebase articles in ALINE support portals and communication platforms

Maintains a working knowledge of relevant functional area best practices and procedures

Participates in customer experience/onboarding projects by formatting/preparing/entering data, creating reports, and completing configuration and software/hardware installations

Provides phone and email support on weekends and after hours as needed/as scheduled

Obtain a high level of understanding in one or more ALINE product verticals

Meets or exceed performance metrics such as ticket resolution time and customer satisfaction

Maintains a positive and professional demeanor in all customer interactions, representing the company's values and culture effectively

Qualification

Troubleshooting software issuesRelational databasesSQL fundamentalsMS Office proficiencyEmpathyTime managementProblem solvingAdaptabilityConflict resolution

Required

Associates or bachelor's degree, or proven experience in customer support/service or technical support/software analysis required; 1 (one) to 2 (two) years

Proficiency in troubleshooting complex software issues

Familiarity with relational databases and SQL fundamentals

Strong time management skills

Tenacity in pursuing problem solving and thinking critically

Adaptability, willingness to learn, and self-motivated

Proficiency in MS Office products, especially Outlook, PowerPoint, Word and Excel

Empathy, calming presence, and the ability to 'read' customers

Conflict Resolution: Ability to de-escalate and find solutions diplomatically

Company

Enquire is now Aline

Aline provides a senior living operating system created to meet the industry’s most complex challenges – in a single software platform.

Founded in 2010

Greenwood Village, Colorado, USA

51-200 employees

https://alineops.com/

H1B Sponsorship

Enquire is now Aline has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

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Trends of Total Sponsorships

2021 (1)