Product Support Specialist

Essential Duties and Responsibilities :

- Provide operational leadership and support to SaaS end user teams, in addition to business applications, onboarding, troubleshooting, and issue resolution.

- Communicates in an effective and professional manner to internal and external personnel.

- Provide hands-on tier 1 system administration support, system maintenance and operations support.

- Handle new user onboarding, which includes adding users to the appropriate systems with the correct permissions based on their role

- Handle user offboarding, which includes properly removing users from all systems they had access to

- Performing recurring user audits and generating the appropriate documentation to support compliance audits.

- Recommend software enhancements to the development team.

- Enforcing best practices of IT security and working within a compliance framework.

- Provide timely response to questions via HubSpot, Slack, Email.

- Documents all troubleshooting steps within trouble ticket and remote assistance tool

- Escalates fully documented problems as required to Tier 2 support teams.

- Participates in and leads proactive team efforts to achieve departmental and company goals

- Propose methodologies and best practices for delivering outstanding service.

Skills :

- Proven analytical and problem-solving abilities with critical thinking

- Ability to effectively prioritize and execute tasks in a high-pressure environment

- Skilled at working within a dynamic, team-oriented, collaborative environment

- Strong interpersonal written and oral communication.

- Adept at reading, writing, and interpreting technical documentation and procedure manuals

- Identify opportunities for improvement and increased efficiency using department metrics

- Demonstrate strong problem-solving skills and lead by example in all areas

- Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.

- Solid knowledge and understanding of researching solutions to new and unfamiliar technical problems and providing documentation for the team's knowledge base.

Experience :

- Demonstrated SaaS Administration experience preferred

- Technical knowledge of confluence (Atlassian) SaaS application, a plus

- Demonstrable record of technical configuration, process, and change documentation

- Confidently communicate clearly and efficiently with internal and external stakeholders highlighting any risks or blockers with recommendations to remediate and work around identified issues

- Stay current on SaaS offerings, technologies, and industry trends

- Demonstrated experience producing accurate and detailed work on multiple projects under time pressure

- Expertise in LOS like Encompass, DataVerify, etc

- Basic knowledge on Scrum is a plus.

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