Senior Product Support Consultant

Responsibilities:

• Serve as the primary point of contact for clients seeking technical support for our software products, providing timely and effective resolution of issues and inquiries.
• Diagnose and troubleshoot complex technical issues reported by clients, utilizing knowledge of our products, systems, and technologies to identify root causes and implement solutions.
• Collaborate with cross-functional teams, including development, QA, and product management, to escalate and resolve technical issues, bugs, and enhancement requests.
• Provide expert guidance and advice to clients on product features, functionality, configurations, and best practices for optimizing their use of our software products.
• Document and track support cases, ensuring accurate and thorough documentation of issues, resolutions, and communications with clients.
• Develop and deliver training materials, knowledge base articles, and technical documentation to empower clients to self-service and resolve common issues.
• Conduct proactive outreach to clients to provide updates, gather feedback, and ensure satisfaction with our products and services.
• Participate in the testing and validation of new product releases, patches, and updates, providing feedback and recommendations to improve product quality and stability.
• Stay updated on industry trends, emerging technologies, and best practices in technical support, customer service, and software development.
• Mentor and coach junior support team members, providing guidance and support in resolving technical issues and delivering exceptional customer service.

Requirements:

• Bachelor's degree in Computer Science, Engineering, Information Technology, or a related field. Master's degree is a plus.
• Minimum of 5 years of experience in technical support, customer service, or related roles, preferably in the software industry.
• Strong technical expertise in software troubleshooting, debugging, and problem-solving, with proficiency in analyzing log files, stack traces, and system configurations.
• Experience working with enterprise software products, web applications, databases, and operating systems.
• Excellent communication and interpersonal skills with the ability to effectively communicate technical concepts to non-technical audiences.
• Strong organizational and time management skills with the ability to prioritize tasks, manage workload effectively, and meet deadlines.
• Customer-focused mindset with a passion for delivering exceptional customer experiences and driving customer satisfaction.
• Ability to work independently with minimal supervision as well as collaboratively in a team-oriented environment.
• Willingness to work flexible hours and occasionally provide after-hours support to clients as needed.