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Product Support Specialist

Extreme Reach

Extreme Reach

Product, Customer Service
burbank, ca, usa
Posted on Thursday, November 16, 2023

This role is responsible for maintaining client relationships via the support channel, being a "trusted advisor" to clients, and routing their requests to the appropriate departments or persons for most effective, efficient and timely resolution of client need. This role also supports the Linx suite of products including Paperless Starts (DocuSign), HTG and RHTG online timecard systems for both clients and Crew Services users.

Job Responsibilities:

  • Provide software training and demonstration to clients and/or prospects as needed. May sometimes entail local or remote travel.
  • Investigate and resolve problems associated with software bugs or client user experiences
  • Conduct proprietary software testing, troubleshooting, and problem-solving
  • Track and monitor issues and requests
  • Phone based support for clients and remote users
  • Perform occasional emergency support services and system maintenance after hours, including weekends and holidays
  • Field help requests and problem reports from the customer support team related to business and/or internal applications
  • Track and document the problem-solving process for issues addressed, including decisions made and actions taken
  • Perform post-resolution follow-ups with appropriate stakeholders
  • Perform other projects and duties as assigned

*ADA Essential Functions

  • High school diploma plus 3 to 5 years directly related experience
  • Experience supporting the Linx suite of products
  • Excellent customer service skills
  • Experience providing on-the-job based training and/or providing training directly to clients
  • Ability to become highly familiar with client facing applications from the perspectives of both an expert user and a technical analyst

FLSA Status: Non-Exempt