Job Title: Support Specialist III
Location: Sunnyvale, CA
Duration: 12 months
 
Description:
The Service Operations Team is seeking a Product Specialist to help organization’s customers achieve success by understanding their needs and responding quickly and effectively to requests. We are looking for someone who is a strong and passionate advocate for our customers while managing escalations and communications with Engineering, Quality, Reliability, Product Management, Quality, Legal, Marketing teams, and RL engineering groups.

Responsibilities:

• Drive our consumer technical support strategy and establish processes to optimize for customer satisfaction.
• Own technical support escalations via our established ticketing system.
• Partner with Customer Support to optimize technical support escalation flows.
• Act as a liaison between Customer Support and engineers.
• As required, work through and own advanced Tier 3 customer-related issues through to resolution.
• Develop and support Standard Operating Procedure (SOP) through learnings gleaned from investigations and advanced issue resolutions.
• Provide feedback on customer support training and quality improvements needed at vendor partner locations.
• Compile and analyze Voice of the Customer reports.
• Monitor and analyze tickets to report trending issues, prioritize issues, and communicate key takeaways to cross-functional teams including Engineering, Quality, and Reliability.
• Participate in product dogfooding or demonstration to provide feedback from a customer perspective.
• Communicate the impact of product changes during monthly software release to Customer Support.
• Create Business Requirements Document (BRD) for tooling changes for Customer Support agents to better serve customers.
• Work cross-functionally with XFN Stakeholders, beta test teams, special projects groups, B2B sales teams, etc. as a primary support Point of Contact (POC).

Must-Have Skills

• Experience as a product specialist - Big Tech or tech companies with a suite of
• products
• Launch readiness (making training documentation, taxonomy)
• Supporting Escalations

Nice-to-Have Skills

•  Experience with Salesforce - ability to pull reports
•  Experience making SOPs / BRDs / PRDs

Day-to-Day Responsibilities

• In charge of launch readiness for anything Enterprise / Store / Payments
•  Making training documentation, taxonomy
•  Providing customer support / OPS
•  When someone contacts RL support
• Product Specialist would then be doing reporting

Minimum Qualifications:

• BS or MS degree in Business or technical discipline.
• 5+ years of experience in Technical Support, Customer Service, or related field.
• Experience in communicating technical content and analytical insights to audiences.
• Experience in using data to influence decisions.
• Experience in driving results, motivating, and instilling a sense of urgency in others.

 
Preferred Qualifications:

• Experience building cross-functional relationships at all levels of the organization.
• Achieve results with minimal supervision.
• Experience in Consumer Electronics.
• Experience working well independently and with self-guided direction.
• Team player.
• Experience understanding enterprise customer needs.
• Experience thinking on your feet.

 

 


At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $34.21/hr.