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Product Support Specialist

Remote:

Full Remote

Contract:

Full time

Experience:

Mid-level (2-5 years)

Work from:

United States

Offer summary

Qualifications:

2+ years experience in product support, Proficient in communication, troubleshooting, and SaaS.

Key responsabilities:

Interact with clients to resolve support queries
Create documentation and report defects

Cayuse SME https://www.cayuse.com/

201 - 500 Employees

See more Cayuse offers

Job description

The exciting world of scientific research is fueled by people with a passion for solving complex problems. At Cayuse, we are committed to our customers’ success by empowering organizations to conduct globally connected research that advances their impact on science, discovery and society. We build on that commitment with proven, integrated and easy-to-use technology that delivers exceptional value, and world class service and support that accelerates outcomes.

But we are more than just an empowering platform powered by advanced technologies. We are a collaboration of exceptional, highly skilled people with multi-disciplinary expertise, and are building our team to support our ambitious growth plans. Cayuse’s foundational strength comes from our customer and employee focused values and commitment to industry-leading solutions. It’s an exciting time to become a key member of our growing team.

We are seeking an energetic person to help us continue to serve and delight our current and expanding customer base. If you love helping people, have strong communication skills, enjoy problem-solving, and work well in a fast-paced environment, you could be a great fit for our team!

Responsibilities

Interact with clients to gather information and revolve support related questions
Handle inbound phone calls from clients in a professional manner
Respond to tickets via email
Ensure timely responses to client inquiries
Create client facing and internal documentation
Diagnose and report defects to development
Meet SLA and customer satisfaction goals
Escalate problem tickets appropriately
Continued learning on new products and features
Attend daily support stand ups
Assist other departments as a subject matter expert
Provide feedback on new features
Work on special projects as assigned by your manager

Deliverables

Resolve client questions while meeting the goals set by your manager
Adding or correcting documentation around product usage
Maintaining your personal backlog while meeting company objectives

Skills and Requirements

Strong professional communication via phone and email
Troubleshooting and Testing
Understanding of SaaS business model
Working knowledge of computer systems and software
Developing training materials
Zendesk
Jira
Google Suite
2+ years experience as a Product Support Specialist
Resides in Central or Eastern Timezone

Benefits

Competitive Medial Benefits (PPO + HSA available)
Vision, Dental, Short-Term Disability fully covered by Cayuse
Unlimited PTO + Holidays + Flexible Work Schedule
Remote Work Stipend
Equal Paid Parental Leave
401k with Employer Matching
Quarterly Wellness Reimbursement
Remote Work Environment, supporting the Ultimate Employee Experience

Cayuse does not accept agency resumes. Please do not forward resumes to our jobs alias or any Cayuse employees. Cayuse is not responsible for any fees related to unsolicited resumes.

Our culture is one of inclusion and belonging where everyone feels respected, treated justly, supported and nourished. We all share responsibility for creating and sustaining a work environment where differences are celebrated and we are empowered to strive for excellence. We’re proud to be an equal opportunity employer and actively seek to recruit, develop, and retain a diverse and talented workforce.