Product Support Specialist

Brazen Technologies
Arlington, VA
Sep 14, 2018
Sep 17, 2018
Accountant, IT
Full Time
Brazen, a leading HR Tech software platform that helps clients improve their hiring experience is looking for a Product Support Specialist to join our Customer Success team. The Product Support Specialist will help our customers achieve their goals with the platform by providing product support & training, creating knowledge base articles & best practice resources and by acting as the escalation point for our Customer Support team. About Brazen At Brazen, our mission is to create the world's most delightful and interactive online chat event platform for our customers to create purposeful conversations. We were founded on the belief that everyone deserves a job they love, and to this day our product and our culture are defined by this core value. Our team is hungry, creative, scrappy, and most importantly, fun! Benefits As part of the Brazen team, you'll be entitled to a great list of benefits including (but not limited to!) medical, dental, a great vacation policy, pre-tax public transportation benefits, and free snacks (we try to keep it healthy, but the Doritos make it in at times). Our office is located directly next to the Courthouse Metro in Arlington, VA just outside of Washington, DC. Product Support Specialist role and responsibilities: Become highly proficient in all aspects of the Brazen platform (backend and frontend) Provide product know-how to support, training sessions, and consultation sessions in which expertise regarding product use and administration are shared with clients. Provide Tier 3 support, managing tickets that are escalated by the Tier 1 and Tier 2 teams, partnering with development when escalation is necessary. Collaborate with other cross-functional team members to discuss customer issues and resolutions and to share best practices. Create Knowledge Base articles for repetitive issues. Draft customer facing communications on new product features, bugs/fixes, etc. Support the Product Team by providing insight into enhancement requests, barriers to implementation, and customer feedback that should be incorporated into the product roadmap. Develop and provide technical training courses and materials for customers and employees. Share best practices with team members to enhance the quality and efficiency of client support. Partner with the Product Team and Customer Success Team to develop and update support documentation and training material. Serve as project manager for product implementation. Includes gathering requirements from clients, coordinating with Development to ensure timely delivery and communicating progress with clients. What makes you a great fit: You re a quick learner of technology You know how to dig into a customers request to identify the root problem and can translate that problem to our technical teams Organized is your middle name and super-human attention to detail Ability to manage both short-term and long-term priorities simultaneously Personality that thrives in a fast-paced, startup environment and culture What you'll need: Minimum 4 years experience in a Product Specialist, Customer Success, or similar type roles SaaS Customer Success experience a big plus Experience providing customers with product support & best practices Familiar drafting product related communications to customers Worked with CRMs (Salesforce preferred), Marketing Automation Systems (Marketo, Hubspot), and other marketing toolkits (Unbounce, Mailchimp, etc.) Working knowledge of the Google Suite of products (Docs, Sheets, Slides, etc.)

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