Product Support Specialist Job in Milwaukee, Wisconsin Us
Do you have a passion for providing top quality, efficient customer support? Then Zywave, Inc., a cutting edge technology products and services company, is seeking you for our Product Support Specialist position. As a Product Support Specialist, you will provide 1st level product and technical support to Zywave’s partners, resulting in the highest levels of customer satisfaction and loyalty.
As a Zywave Product Support Specialist, you will have responsibility for the following:
Communication Technology:
· Provide product and technical support to partners regarding questions and IT related problems involving Zywave products
· Assist Zywave’s partners with product utilization by providing expert know how and best practices
· Contribute to company retention efforts by providing superior support to Zywave’s partners
· Interact and consult with Zywave partners on network administration, software systems, and intranet/internet, to support Zywave products
· Prioritize and solve complex technical and product issues based on established processes and workflows, escalating as necessary
· Collaborate with other members of the Partner Service Center to analyze and respond to partner inquiries
· Act as liaison between Zywave’s partners and other internal teams to provide positive fulfillment to partner needs
· Acquire and maintain up to date product and technical knowledge necessary to provide accurate solutions to Partner inquiries
Information Management:
· Accurately document and provide follow-up on Partner requests through to final resolution
· Develop knowledge base, help resources and frequently asked questions for colleagues and Partners
· Contribute to feedback and documentation regarding product defects and enhancement requests
Additional Responsibilities:
· Assist Zywave staff as needed and available.
· Perform other tasks on projects as needed/assigned by management.
· Deliver online training sessions to partners on all Zywave products.
· Provide assistance with the coordination of ongoing client trainings and conferences as needed.
· Provide excellent support for both internal and external users
Skills/Requirements:
· Associate or Bachelors degree in Information Technology, Business, or communications or related discipline, or equivalent combination of education and experience.
· Experience in providing a positive customer experience as well as effective verbal/written communication skills to explain technical and non-technical information to varied levels of users.
· Demonstrated analytical skills and independent problem solving ability are required.
· Technical requirements include, but are not limited to:
o Advanced, demonstrated skills in Internet technology and web browsers
o Advanced computer skills in Microsoft Office, Internet Explorer, Microsoft Windows and Outlook. Experience with help desk software is a plus
o Ability to quickly assimilate knowledge of additional web based and desktop applications
· Ability to manage time effectively and collaborate to achieve goals as part of a team
· Commitment and willingness to strive toward achieving Zywave’s goals
· Demonstrated flexibility and responsiveness to work in a fast paced, ever changing environment
· Desire to develop one’s self and take advantage of opportunities to practice and enhance business/technical skills
· Display mutual trust and confidence while contributing to an ethical and respectful culture
· Must be able to type and sit for long periods of time and resolve issues over the phone and via email/internet
Does this position sound like you? Are you up for challenge?
Then, we want to hear from you!
Zywave offers an excellent compensation and employee benefit package, including medical and dental, vision discounts, flexible spending accounts, Roth and traditional 401k match, generous paid time off, on-site dry cleaning, travel assistance and much more!
We are also an earth-friendly corporation, working in a "green" constructed building, close to walking/running trails and great dining options.
Must be authorized to work in the United States. No H-1B sponsorship available for this position.
EEO: M/F/V/D