Product Experience Specialist

Job Title: Product Experience Specialist

Position Type: Hourly

Reports To: Product Experience Manager

Location: On-Site

Job Description:

This position is responsible for providing the overall virtual customer support services provided to SwyftOps subscribers. The Product Experience Specialist role responsibilities include resolving customer inquiries, recommending solutions, and training users on features and functions of the system. This role requires familiarity with various support technology tools, excellent verbal, and virtual communication skills, as well as a strong handle on virtual SaaS support procedures.

SwyftOps thrives due to a culture that puts subscribers’ needs first, which encourages all employees, departments, and vendors to cooperate towards the goal of ensuring a highly satisfied client. This position reinforces that culture through proper delivery and follow up on the variety of subscriber training needs, questions, while proactively coordinating with other members of the SwyftOps team to ensure subscribers are served in a timely manner.

Responsibilities:

• Provide tier 1 support to all subscribers through phone, e-ticket, email, and live chat.
• Utilize a multi-task skillset to handle open tickets, live chats, phone calls, and email correspondence from SO users all at once.
• Work with multiple teams/personnel to find, analyze and resolve client issues.
• Ability to communicate root cause for support requests to users in non-technical terms.
• Experience leading training sessions for new users or providing CE for current users.
• Perform routine account health check surveys on SO users, reporting results to the Product Experience Manager.
• Proactively execute subscriber account health checks.
• Consistently contact SwyftOps users to ensure feature adoption, provide guidance to gaps in learning, and improve overall user experience.
• Analyze and report product malfunctions to management.
• Review, update, and/or create the support Knowledge Base information.
• Share/record subscriber feature requests in a timely manner.
• Follow up with subscribers to ensure their issues are resolved.

Required Skills / Abilities:

• Prior SaaS customer service, training, and technical support experience.
• Prior experience in the home care industry, familiar with agency policies, procedures, scheduling, billing, and payroll.
• Familiarity with help desk software and remote support tools.
• CRM experience, HubSpot preferred.
• Self-starter, superb interpersonal skills, positive attitude, and persistence.
• Problem solving skills are a must.
• Patience when handling difficult situations or subscribers.
• Schedule flexibility which provides coverage where and when needed – days, nights, weekends.
• Ability to prioritize tasks and carry out responsibilities with minimal direction.
• Ability to execute side or one-off projects for various department leaders timely, efficiently, and accurately.

Job Type: Full-time

Pay: $16.00 - $19.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• On-the-job training
• Paid time off

Shift:

• 10 hour shift
• 8 hour shift
• Day shift
• Evening shift

Education:

• High school or equivalent (Preferred)

Experience:

• Client Services & Customer Support: 2 years (Preferred)
• Virtual/Remote Training: 3 years (Preferred)

Work Location: In person