Product Support Specialist

Singlewire Software, LLC
life insurance, 401(k)
United States, Wisconsin, Madison
1002 Deming Way (Show on map)
Feb 11, 2025
Who We Are Singlewire Software develops and supports innovative voice applications centered around secure, fast, and reliable mass notification capabilities. Our mission is clear - produce excellent products that lead the market and exceed the expectations of our customers! The Opportunity The Product Support Specialist reports to the Customer Success Manager. As part of our team, you will be a highly visible member responsible for the post-sale success and satisfaction of Singlewire Customers. Your primary responsibility is to provide subject matter expertise to customers needing assistance with configuration, feature adoption, troubleshooting, and product training following the installation of our InformaCast and/or Visitor Aware software products. You will manage multiple engagements and drive a consistent customer experience, process adherence, and early value recognition for customers across a variety of verticals. As a Product Support Specialist, you are a product expert with the ability to transfer that knowledge to customers. This involves meeting with customers, partners, and consultants to ensure objectives are being met in a collaborative manner. You will identify, manage, and escalate any delivery roadblocks, risks, or issues. Job Responsibilities: Manage customer engagements throughout the customer lifecycle Handle high volume of customer contacts through phone and email each day Work closely with the Professional Services team to deliver post-deployment trainings Provide consultative reviews and health-checks by analyzing business needs Follow-up on outstanding Support tickets and bring to resolution Drive customer retention Work with management to improve systems and processes Reinforce the unique value and benefits of products Think with a customer-first mindset and advocate for the customer's needs Share customer feedback across departments to resolve customer challenges Work towards Key Performance Indicators (KPIs), both individually and as part of a team You May Be Right for Us If You Have Experience In: Excellent planning, time management, communication/negotiating, decision-making, presentation, and organizational skills A sense of urgency and ability to prioritize and focus on the critical issues with the highest business impact and ensure proactive business communication to manage and align expectations Results-oriented with proven leadership to multi-task and drive execution of deliverables Strong written and verbal communication skills and an ability to express complex technical concepts in simple terms Thrive in a multiple work-stream environment and can adjust priorities on the fly while still having the ability to focus on details. A passion for technology and an ability to identify new opportunities for efficiency and productivity Ability to establish and maintain a high level of client trust and confidence Broad expertise in one or more of the following areas (Go to Market (GTM), Technical Support, Customer Service, Business Process Improvement, Training and adult education, Customer Success, Renewals Process & Operations) At Singlewire, we believe what we do really matters. We are passionate about our work, our employees and our customers. We are a community of collaborators that share to reach common goals. We also like to have some fun along the way. We offer competitive compensation and great benefits including 401K match, health, dental, vision and life insurance.