Product Support Specialist

Who We are

Electric empowers small and medium-sized businesses with everything they need to take control of their IT and security environment.

Our best-in-class software provides SMBs with the insights and tools to make IT easy (even if you’re not an IT expert)! From mobile device management to employee onboarding and offboarding, SMBs can manage their IT with transparency and confidence in the Electric IT Hub.

Our employees are our most valuable asset. We have a people-first culture that prioritizes inclusion, support, growth, and development. You're not just an employee here; you're an important part of our community and our mission to make IT easy and reliable for SMBs.

If you want to bring your skills to a highly collaborative team, are passionate about pairing the creative with the analytical, have a flair for testing and experimentation, embody grit, determination, and curiosity, and want to be part of bringing Electric to SMBs across the US, read on.

Overview

We are seeking a friendly and enthusiastic Product Support Specialist to join our Product Support Team. As a Product Support Specialist, you will be on the front lines supporting, triaging, and resolving customer inquiries and completing various tasks assisting the broader Customer Success team. The ideal candidate must be able to communicate effectively and efficiently with customers, possess problem-solving skills, and above all, have a passion for helping others. You will join a fast-paced team focused on the success, retention, and expansion of our customers and gain the training and skills needed for a successful career supporting and servicing our customers.

What you’ll do

• Respond to customer inquiries via email or chat in a timely and professional manner.

• Troubleshoot customer issues and provide appropriate solutions.

• Process and complete set tasks submitted by our Customer Success Managers on behalf of their customers.

• Ensure customer satisfaction by providing timely and accurate information.

• Work with Senior Support Specialists and Support Management to escalate complex customer issues to the appropriate department.

• Assist with customer data collection, data validation, and data entry.

• Follow up with customers to ensure their issues have been resolved.

• Provide feedback to the Support Management team regarding common themes related to customer complaints or issues.

• Help maintain and develop internal and external knowledge base articles.

• Work collaboratively with other departments to resolve customer issues.

• Participate in ongoing team and individual training to improve your technical skills and product knowledge.

Who you are

• 2 years experience working in software customer or technical support.

• Demonstrated ability to troubleshoot common browser issues, evaluate console logs, and communicate potential issues to the appropriate internal team.

• Ability to carry multiple customer requests or cases at once, ensuring appropriate follow up and investigation of each.

• Able to leverage internal and external documentation and various tooling to evaluate and resolve as many issues as possible.

• Strong and personable customer service skills while interacting with customers.

• Ability to write clearly and concisely, often communicating next steps to customers.

• Highly-organized individual with the ability to manage their time and priorities.

• Attention to detail when evaluating cases and customer requests-- accuracy is key.

• Strong problem-solving skills and ability to think creatively.

• Ability to exercise discretion and independent judgment with respect to prioritization of assigned tasks.

Excited about the opportunity, but worried you don’t meet all the requirements? We recognize that people are less likely to apply to jobs where they don’t meet every single qualification. Imposter syndrome can get in the way of meeting spectacular candidates. We encourage you to apply anyway, and give us both the chance to find out if you’re the right candidate for this or other roles! 

Read about working at Electric here and meet our leadership team! 

We offer a range of benefits that include: 

• Flexible and generous PTO 

• Mental Wellness Days 

• Volunteer Days

• Medical, Vision, Dental, and Orthadontia Coverage

• 401k 

• ESOP (Employee Stock Option Program)

• Kindbody Membership for Family Planning

• Pre-taxed Commuter Benefits 

• Generous Parental Leave

• Paid medical, family, and military leave

• Short and Long Term Disability 

• Employee Assistance Programs 

• Life Insurance funded by Electric

• Training and career growth 

• Awesome team building events! 

Where?

We are headquartered in NYC, and have remote locations across 22 states. Our largest markets outside of the Tri-State area are California and Colorado. We embrace a hybrid culture and offer opportunities throughout the year for folks to get together in regional markets or at HQ. With a widely distributed team, we are used to working remotely across different time zones.

See below to see if you are eligible to work within the 22 states we hire in: Arizona, California, Colorado, Connecticut, Florida, Georgia, Maine, Maryland, Massachusetts, Michigan, Minnesota, New Jersey, New York, North Carolina, Oregon, Rhode Island, South Carolina, Tennessee, Texas, Virginia, Utah, and Wisconsin.

Standard Working Hours: 9:00AM -6:00PM

We are an equal opportunity employer. 

We are proud to foster a workplace free from discrimination. We strongly believe that diversity of experience, perspectives, and background will lead to a better environment for our employees and a better product for our users. 

We are committed to creating a diverse and inclusive work environment. Electric does not discriminate against candidates or employees because of their sex, race, gender identity, disability, age, sexual orientation, religion, national origin, veteran status or any other protected status under the law.

Accommodations

Electric is committed to providing access, equal opportunities, and reasonable accommodations for individuals with disabilities. To request a reasonable accommodation as part of the recruitment process, please contact: [email protected].