Job Description We are looking for a motivated and highly customer centric Product Support Specialist to join our Customer Success team in our Milwaukee office. This is a tremendous growth opportunity to serve as our internal expert on Expert IQ - our own proprietary platform used by clients to submit new requests, check the status of existing requests, and review previously closed opportunities and for experts to stay up to date on their active cases. The position will report to the Manager of Customer Success and will serve as the go to person for our existing clients for Expert IQ onboarding, training, new platform updates, and troubleshooting. The Product Support Specialist will serve as the main point of contact for clients and experts for resolving technical issues and helping to navigate the platform while providing excellent customer service.
Additional responsibilities include fielding inbound requests via phone and email from clients and experts, managing active support requests in a timely manner, escalating issues to the proper individual/department, and working closely with the Product, Research, and Medical teams to provide an exceptional client experience. ABOUT YOU: You are passionate about product support and customer service and want to further develop your skills in this career path. Youre interested in leveraging your technical knowledge and client success background to make an impact on a high-growth, startup business. You consider yourself a problem solver and can think outside the box when it comes to finding creative solutions to product support challenges.
Youre a great team player, strong communicator and have experience providing exceptional customer service in a technical role. RESPONSIBILITIES: * Provide full time technical support & customer service for clients and experts using Expert IQ * Field inbound support requests via phone and email & follow through in a timely manner until tickets and opportunities are closed * Onboard clients onto the platform & assist with product implementation * Troubleshoot technical issues including password resets, general platform training, and new feature education * Help clients navigate Expert IQ & assist with submitting new requests and providing opportunity status updates * Escalate issues to correct individuals and departments as needed * Coordinate and collaborate with the Product team & relay platform updates * Work closely with our Medical and Research teams to deliver an exceptional client experience * Bring passion, high energy, and a strategic mindset to help us provide superior service * Support other members of the CS and Sales team with tasks and projects as needed