We view the Product Support Specialist role as the journey level stepping stone to other business areas of the company: Product Management, Sales & Marketing and Business Development. The ideal candidate will be ambitious, self-motivating, resourceful and inquisitive/eager to learn. They are quick learners that can synthesize information from many different areas to arrive at sound business concepts related to INSZoom’s products and services to its clients: corporations and immigration law firms.In the Product Support Specialist role you will receive training on our software and its amazing functionality. You will be assisting our clients and business partners with their questions about our cloud-based platform housing interactive forms. You will provide guidance and solutions with professionalism, tact and expertise to callers from across the country. You are a champion “people-person” – understanding situations where people work against tight deadlines and need to complete work volumes in world class law firms and corporations. You see complex and difficult situations as an opportunity to problem solve and use excellent listening skills, positive language and clear communication to carry out your tasks and responsibilities.Essential Functions(1) Provide clear and effective guidance over the phone or through a ticket system with the intent to exceed the customer's expectations with accuracy and professionalism(2) Provide problem analysis and resolve client issues with the aid of available helpdesk tools(3) Determine requirements by working with customers. Be able to gather relevant data, identify root cause, then determine options and offer suggestions that lead to a resolution(4) Ensure call standards are maintained with respect to greeting, problem identification, proposed solution and conclusion.(5) Resolve matters by clarifying desired information; researching, locating, and providing required information to manage customers issue(6) Collaborate with team members on knowledge transfer, support policies, procedures and standards.(7) Maintain call quality under compliance with all required call quality metrics met.(8) Provide remote product/software support to clients throughout the US(9) Escalate issues to the appropriate business unit heads for attention and resolution(10) Be able to commit to an assigned work schedule to ensure product support coverage(11) Be punctual and be willing to be flexible with your work schedule as needed(12) Perform other tasks and responsibilities as assignedCompetencies, Knowledge, Skill, Experience, OtherHave one (1) year minimum prior work in a professional customer service environment – can be work experience through cumulative summer internships. Call Center/Immigration law firm/Human Resources background a plusDegree/associate degree/certificate from an accredited educational institutionBe able to learn INSZoom's product through training providedEnhance the organizations reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.Have a “can do” attitude; be highly self-motivated , detail-oriented and organizedMaintain grace under pressure in a fast-paced work environmentBe passionate about excellent customer servicePossess excellent listening, oral and written communication skills; excellent English language communication skills a mustBe able to exercise terrific time management and prioritization skillsHave prior experience in working in a diverse global environmentStrong academic performance and record; minimum GPA 3.2 (Recent grads, please provide transcript)Be proficient with internet technologies, Microsoft Office, Windows, Mac, Adobe – experience with ZenDesk, AutoTask, Remedy or HelpDesk Pilot – “nice to have”.CompensationPay will be commensurate with skills, competencies and requirement/qualifications – and the closes match of these factors to the job description profile.Supervisory ResponsibilityThis position has no direct reports.Work EnvironmentThis job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.Physical DemandsThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.While performing the duties of this job, the employee is regularly required to communicate through clear speech and writing. The employee will be required to sit before a computer, use computer equipment, and use office equipment including the telephone. Internal and external meetings will require the employee to stand; walk; use hands. The job requires the ability to occasionally lift office products and supplies up to 15 pounds.Position Type and Expected Hours of WorkFLSA Status: Non-ExemptHours of work and days are generally Monday through Friday, 8:30 a.m. to 5:30 pm – an 8 hour work day with one hour for lunch. Work hours may shift according to Product Support/Customer Service coverage needs, therefore, the ideal candidate for this position should be able to accommodate flexible work hours. The Product Support/Customer Service Center’s hours of operation are from 7:00am to 6:00pm Pacific Standard Time.LocationThis job is located in the INSZoom’s San Ramon, CA/U.S. Headquarters officeTravelThere is no requirement for business travel.Work AuthorizationAll USCIS requirements for Employment Eligibility Verification (I-9) must be met
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