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Product Support Specialist

Company: Priority Technology Holdings
Location: Alpharetta
Posted on: February 19, 2021

Job Description:

Job Title: Product Support SpecialistReports To: VP of Operational ExcellenceLocation: Alpharetta, GA

---SUMMARY:---The Product Support Specialist will play a key role in designing the experience for our clients by acting--- ---as our first line of defense for "how To" questions on our core system and products. You will--- ---perform technical tasks, monitoring automated processes, providing product and customer support using--- ---JIRA application product planning tool. Fixing reliability issues and tracking service metrics. The--- ---successful candidate will be a collaborative team player and be detail oriented with strong problem-------solving skills.


  • ---Monitor any non-service related support tickets daily to determine if they have been properly--- ---categorized; can issues be resolved or if they will need to be escalated to the development team.
  • Evaluate failures, bugs, systemic problems, hardware and work with the development team--- ---and/or other internal teams to resolve them---.---
  • Confer with customers to identify problems, replicate them, and troubleshoot for root cause.
  • Ensure users have appropriate access based on profiles/permissions established---.---
  • Modify permissions for user roles, ensuring users follow business agreed settings.
  • Investigate and solve potential configuration issues---.---
  • Investigate potential bugs and work with the development team and/or other internal teams to--- ---resolve them---.---
  • Refine existing processes and create new processes that allow us to better ensure our clients'--- ---success in using the platform---.---
  • Provide weekly reporting of support tickets to ensure all have been screened.
  • Perform trend--- ---analysis and share with Business/IT seniors to identify origin concerns---.---
    • ---2-3 years of experience with front end technical service---.---
    • A 4 year BS degree in a technical field or equivalent experience---.---
    • Experience supporting SaaS or Payment products---.---
    • Familiarity with product and roadmap software such as Jira and Aha---.---
      • ---A solutions oriented mindset with the ability to create memorable client experiences and explain--- ---technical problems clearly---.---
      • Excellent independent work and problem-solving attitude in a constantly changing environment---.---
      • A passion for operational excellence and about the role it plays in making a client-centric team--- ---successful---.---
      • Efficiently respond to a significant number of emails, chats and phone calls per day.---
      • A self-motivated, curious learner and proactive team player mindset with innovative ideas to--- ---inspire customer adoption.
      • Excellent communication and conflict resolution skills--- and--- the ability to relate to others---.---

        C---OMPENSATION--- & B---ENEFITS---:
        • Highly-competitive salary
        • Medical, Dental & Vision
        • PTO
        • 401k match
        • Bonus structure
        • Continuing education programs
        • Gym membership reimbursement

Keywords: Priority Technology Holdings, Alpharetta , Product Support Specialist, Other , Alpharetta, Georgia

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