Job Title: Product Specialist III (Support Specialist)
Duration: 12 Months
Location: Sunnyvale, CA (100% Onsite)
 
Overview
The Service Operations Team is seeking a Product Specialist to help Client’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 the Client Engineering, Quality, Reliability, Product Management, Quality, Legal, Marketing teams, and RL engineering groups.
 
Responsibilities

• Drive sale, promotion, holiday promotion, and VR game release readiness (games may include elements of violence)
• 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).

 
Minimum Qualifications

• BS or MS degree in Business or technical discipline.
• 3+ years of experience as a Product Specialist, Program Manager, or Project Manager at a tech company
• 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.