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Product Support Specialist - Remote

Company: Intapp
Location: Palo Alto
Posted on: June 7, 2021

Job Description:

Title: Product Support Specialist

Location: West Coast/Remote

Intapp is looking for a Product Support Specialist to join our Product Support team. This position is a client facing role in which you will diagnose and troubleshoot usage and technical issues with our cloud based SaaS platform. The Product Support Specialist responsibilities include investigating, triaging and resolving tickets that flow into the help desk queue.

In this role, you will be responsible for solving high priority and/or complex issues directly or engaging the appropriate resources to provide accurate, timely resolutions while maintaining client satisfaction. This position is expected to perform detailed research through in-depth knowledge of the DealCloud platform. For those issues which require Tier III escalation, this position will work closely with the product and technology teams to determine and communicate a resolution back to the client. This position will also be expected to share knowledge acquired through formal/informal training sessions with internal staff on the Support and Client Success teams.

What you'll do:

  • Responsible for investigating, triaging and resolving Tier II tickets that flow into the help desk queue. Apply appropriate troubleshooting methods and techniques in resolving problems and document all actions taken.
  • Assist clients with questions regarding technical product and configuration issues.
  • Resolve technical product issues, update ticket information, and communicate back to the client while maintaining a high level of client satisfaction.
  • Prepare detailed specifications and steps to reproduce for items requiring Tier III escalation (such as product defects).
  • Identify potential delays in resolution, take corrective action, and manage communication to the client.
  • Work collaboratively with Product, IT, Client Success and Account Management teams on problem analysis and submit recommendations for resolution.
  • Provide clear and concise verbal and written communications with client stakeholders.
  • Develop and document efficient methods for handling commonly recurring issues.
  • Assist in new product release testing and UI feedback sessions with the Product team.
  • Provide feedback on potential areas for product development / enhancement.
  • Own internal and external communications regarding platform issues and resolutions.

What you'll get:

  • Competitive compensation
  • Challenging and rewarding work
  • Generous benefits package
  • An incredible team of smart people to work with

What you'll need:

  • Degree in a relevant field, like Computer Science, IT, Software Engineering or documented work experience in a technical support field.
  • Sharp troubleshooting and analytical abilities
  • Great verbal and written communication skills
  • Experience with SaaS (cloud based) software deployments
  • Dedication and commitment to resolve client issues
  • Strong Excel skills
  • Deep knowledge of Windows OS and Microsoft Office Suite
  • Knowledge of help desk ticketing and workflows
  • Ability to read and analyze application error logs
  • Basic scripting and programming experience is a plus
  • Understanding of functional programming concepts
  • Ability to work independently

Bonus if you have:

  • Microsoft, .NET, SQL or similar certification
  • Expert understanding of .NET Platform
  • Strong understanding of data structures and algorithms
  • Experience in C# and Entity Framework
  • VBA programming experience (other languages acceptable)
  • Ability to interact with a wide range of customers and technical issues
  • Experience working in a dev environment; i.e. Visual Studio 2015/2017, SQL Server 2016, TFS, Entity Framework, Aspose or React/Redux

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Keywords: Intapp, Palo Alto , Product Support Specialist - Remote, Other , Palo Alto, California

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