Dedicated Product Specialist
Insidesales.com - Provo, UT

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DESCRIPTION

InsideSales.com develops highly configurable and scalable SaaS solutions for SMB and enterprise organizations to optimize cloud productivity. With a customized MVC infrastructure, our industry-standard LAMP stack and modular-based Linux server environment allow us to rapidly iterate with a wide variety of tools like PHP, MySQL, Apache, HTML 5 and JavaScript.

Overview: We are looking for an talented individual who is able to provide timely responses to support requests, test for bug fixes, act as internal support between departments, and maintain professional relationships with our clients. The Dedicated Product Specialist will manage second-level customer escalations made to the InsideSales.com Development team. This is primarily a customer facing role, but the Dedicated Product Specialist will interact with internal teams as well. The optimal candidate will possess a technical degree and have some development experience that will allow for the employee to have future career path opportunities.

Benefits: We offer stellar compensation plans, a fast-growth career track, and sweet benefits-- including medical, dental, life, disability, time-off, a gym membership, creative allowance, cross-function training, and more.

DUTIES

Position Responsibilities:
Become an InsideSales.com expert including the product's technical workings and practical business application
Take ownership with delivering and exceeding customer service level agreement commitments and customer expectations
Be timely and effective in responses to all client requests
Assist customers with technical questions relating to InsideSales.com and peripheral software (including but not limited to internet browsers, Salesforce.com, Website hosting software, API's, etc.
Shadowing clients (watching them use the software)
Consult clients on best practices
Manage and maintain second level escalated support tickets from customers from receipt through resolution
Provide internal support resources for sales, marketing, and account management teams
Maintain a positive interactive working relationship with Product Management and Product Engineering to resolve issues and escalate as necessary for resolution
Communicate customer needs to Product Management for future product enhancements

QUALIFICATIONS

Position Qualifications:
Bachelor's Degree- Computer, Business or IT degree preferred
2+ years experience in software technical support, or equivalent general computing and information systems skills
Ability to effectively communicate detailed technical information to clients, support, and development teams, and work with project management to maintain system stability and performance
Proven Account Management skills required in order to create, maintain and enhance customer relationships
Very high proficiency in standard office computer applications, especially MS Office
Basic knowledge of HTML, Java Script, XML, HTTP(s) Posts or other Web programming languages a full size plus
Knowledge of basic sales processes, metrics, and management techniques
Experience working at a software company
SaaS model experience
Tech certifications (A+, MCSE, etc.) may be considered Position Responsibilities:

Become an InsideSales.com expert including the product's technical workings and practical business application
Take ownership with delivering and exceeding customer service level agreement commitments and customer expectations
Be timely and effective in responses to all client requests
Assist customers with technical questions relating to InsideSales.com and peripheral software (including but not limited to internet browsers, Salesforce.com, Website hosting software, API's, etc.
Shadowing clients (watching them use the software)
Consult clients on best practices
Manage and maintain second level escalated support tickets from customers from receipt through resolution
Provide internal support resources for sales, marketing, and account management teams
Maintain a positive interactive working relationship with Product Management and Product Engineering to resolve issues and escalate as necessary for resolution
Communicate customer needs to Product Management for future product enhancements

InsideSales.com - 2 years ago - save job
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