Product Support Associate

Chicago, Illinois, United States · Implementation and Product Support

Description

Position Title: Product Support Associate

Position Type: Full-Time

Approximate Start Date: June 2019

Reports to: Implementation Lead

Collaborates with: Implementation Team, Product Development Team, Customer Success Team, Current Users & Customers, Service Information Team


Position Description: NowPow is seeking a Product Support Associate to join the Implementation team. The Product Support Associate will be responsible for ensuring our users have an excellent support experience while using our technology. Activities include assisting in new customer onboarding, managing incoming user support tickets and requests, troubleshooting existing user concerns, and communicating resolutions to all parties. The ideal candidate will have a background in software support and/or customer service. They will be responsible for troubleshooting questions and issues as they arise from our users, delegating tasks to the appropriate NowPow staff (predominantly the product development and engineering teams), and communicating updates and resolution with customers. The associate must have outstanding communication skills, enjoy problem-solving, and excel at maintaining composure and professionalism at all times.


Primary responsibilities include: Interfacing with customers, resolving customer issues, managing incoming tickets process, communicating priority items to product team, and troubleshooting user issues.


Responsibilities:

Requirements

  • Bachelor’s degree
  • 1-3 years of customer service and/or technology experience
  • Strong analytical and problem-solving skills
  • An ability to quickly gain in-depth understanding of products and services that our customers are utilizing
  • Research experience or an understanding of research, especially in health services
  • Comfortable working in teams and interacting with senior-level positions
  • A desire to help and to interface with customers
  • Outstanding written and verbal communication skills
  • Comfort working in a fast-paced start-up environment
  • Ability to work independently under minimal supervision and strong track record of setting and meeting delivery commitments
  • Can-do attitude and willingness to work on a dynamic mix of tasks, no matter how big or small
  • Commitment to social impact initiatives and helping underserved communities
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