Sr. Product Support Specialist

The Sr. Product Support Specialist acts as the support resource for Censis clients and internal stakeholders to ensure resolution and client satisfaction on support and technical issues. This position provides excellent support and customer service to all clients using Censis portfolio of products. This includes handling any customer CensiTrac and add on module issues with empathy, documenting all communications until case resolution, and being a reliable team leader capable of providing product knowledge and innovating on current processes. 

Responsibilities:

• Swift resolution of incoming tickets from customers with politeness and proficiency in product and SPD workflow


• Proficient in CensiTrac and all add-on modules (including and not limited to LoanerLink, ScopeTrak Advanced, AI2 etc.,)


• Named support specialist for critical customers – maintain and exceed SLA adherence and CSAT for key customers


• Working understanding of SPD workflow to support customers


• Develop and maintain an expert level understanding of the CensiTrac product suite


• Facilitate and participate in process-improvement projects in the Technical Support department 


• Monitor and assist Product Support Leadership in overseeing case queues to ensure SLAs and team KPIs are consistently met


• Support the Product Support Specialist role by providing product knowledge, mentorship, and guidance on internal processes


• Serve as the main point of contact for internal and external customers to resolve outstanding technical and application issues, stay in sync with customer requests, and respond to client inquiries regarding the support of CensiTrac


• Independently solve and research complex technical and application-related customer inquiries by phone and email


• Facilitate customer concerns to higher tiers • Coordinate with clients and appropriate internal departments to ensure clients are properly serviced 


• Participate in (after-hours) on-call rotation 


• Support applicable hardware related to CensiTrac (ex. printers, interfaces, scanners) 

Qualifications:

• 2-5 years of customer support, SaaS preferred 


• 2-5 years of experience using CensiTrac in an SPD environment


• Proficient in the use of Microsoft Office products 


• Excellent presentation, writing, organizational, analytical, and problem-solving skills 


• Experience using Zendesk, SalesForce, ServiceCloud or similar application preferred 


• The Senior Product Support Specialist must be independently driven, a dedicated leader, and possess a “hands-on” approach and “can-do” demeanor. This person will be an excellent communicator and motivator with telephone etiquette and possess good interpersonal and listening skills. The ideal candidate will be highly analytical, data-driven, conclusive, organized, focused, strategic, practical, creative, and innovative. Strong problem-solving skills, the ability to multi-task, and a passion for self-growth are a must.