Product Support Specialist

About Subsplash

Based in Seattle, Subsplash is an exciting award-winning team of 210+ mission-driven people who are committed to our core values of humility, innovation, and excellence. Founded in 2005, we’ve pioneered the market with the first ever church mobile app. Since then, we’ve been working together to build The Ultimate Engagement Platform™ for churches, Christian ministries, non-profits, and businesses around the world. We find excitement in serving our 14,000+ clients, creating impactful products, and delighting the 40 million real people who use our platform every day. Subsplash has won awards for best mobile experience, been voted top 100 Washington's Best Workplaces by the Puget Sound Business Journal, created some of the most downloaded apps of all time, and built enterprise software for world-class brands like XBOX, Microsoft, Samsung, Expedia, and Cisco; yet, at the end of the day, we love making a lasting impact and a difference in our world.

Working at Subsplash is more than just a job; we are a team of people who are courageous, inventive, and passionate about doing meaningful work every day. Don’t take our word for it—head to Glassdoor and see for yourself!

About Our Team

The Platform Support Team is a growing group of technically-inclined team members working to help clients learn and make the most of the Subsplash Platform. The secret to this team’s success is their wide array of skills. There are tech gurus, customer service geniuses, operations wizards, and amazing writers, all of whom contribute something unique to the team. If you like learning, teaching, technology, and animated GIFs, then you will fit right in! 

About the Role

Product Support Specialists play a key role with our clients, both as they first come on board and after their app goes live in the app stores. As a Product Support Specialist, you will report to the Platform Support Manager. In this role your main duty will be to provide Subsplash clients with world-class support through written and verbal communication. Using your mastery of the Subsplash platform and general knowledge of the industry, you will assist clients in troubleshooting issues, answering questions, and working as a liaison between the clients and our developers when it comes to bugs and improvement requests. The work of a Product Support Specialist I is fast-paced and requires quick learning, thinking on your feet, innovative problem solving, and a strong ability to switch gears quickly throughout the day.

Your Priorities

• Contribute to daily support inquiries, both externally and internally, through written and verbal communication
• Troubleshoot complex technical issues
• Logging and communicating the status of various bugs and requests
• Become a platform and industry expert through continued training and curiosity
• Contribute to our team’s written knowledge base, documenting answers and instructions as new scenarios arise
• Collaborate across departments in an effort to provide our clients with smooth and efficient service

You Are...

• Technical: You enjoy learning about new technology and understanding how things work 
• A Skilled Communicator: You’re a strong writer and comfortable on the phone
• A Problem Solver: You’re a critical thinker by nature and love solving puzzles
• Empathetic: Helping other people makes you happy
• A Good Teacher: You can make complex concepts seem simple
• An Awesome Human Being: You exemplify humility, innovation, and excellence. You do great work and continuously strive to improve and grow

Required Education and Experience

• 1-2 years experience in a technical and/or customer service environment
• Proven understanding of various operating systems and personal electronics
• Ability to learn new and complex technologies
• Excellent communication skills and high emotional intelligence
• College degree or equivalent professional experience/training (I.E. Coding bootcamps)
• Experience using systems like Zendesk, JIRA, Google Apps, etc.
• Sharp critical thinking skills, sound judgment and decision making ability, and both the ability and willingness to clearly articulate your ideas
• An inherent sense of the value of collaboration
• The ability to work both collaboratively and independently
• Proven ability to work in a fast-pace environment where the client is always first
• Proven ability to troubleshoot and problem-solve
• Basic coding knowledge

 Benefits

Generous Paid Time Off, Medical Coverage, Dental Coverage, Vision Coverage, short and long term disability and life insurance all free of charge, Competitive Compensation, 401k Matching, Professional Development, Top of the Line Equipment, Referral Program, Parental Leave, Family-Friendly Culture, and the chance to work side-by-side with thought leaders in emerging tech

This position is classified as Full-time/Non-Exempt and therefore is eligible for overtime pay.

Employment with Subsplash is contingent upon satisfactory proof of employee’s right to work in the U.S., as required by law and upon completion of a basic background check and; employment with Subsplash is considered “at will,” meaning that either the company or the employee may terminate the employment relationship at any time without cause or notice.

Subsplash is an Equal Opportunity Employer. We value all human life as all people are created with equal dignity, value, and worth. We do not discriminate on the ground of race, color, religion, sex, age, disability or national origin, or genetic information in the hiring, retention, or promotion of employees; nor in determining their rank, or the compensation or fringe benefits paid them.

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