Product Support Specialist

Finalsite’s mission is to help schools prepare students to be successful and make the world a better place.
VISION
Finalsite will transform the way school communities engage with their schools.
SUMMARY OF THE ROLE
The Product Support Specialist serves an essential role, meeting the front-line needs of clients through ticketing, phone and chat channels. Product Support Specialists work to educate, empower, troubleshoot issues, and implement solutions for clients. The Product Support Specialist serves as Tier 1 for client issues, escalating and interfacing with Tier 2 and other company personnel as needed.
LOCATION
100% Remote. The ideal candidate will be located in the APAC Region, or able to cover an expected shift of 10PM - 6AM EST (3:00AM - 11:00AM UTC).
RESPONSIBILITIES

 
Support clients via ticketing, phone, chat and social media channels in a timely manner
 
Stay up to date (through software update blogs, new help center articles, and training) on new product features and improvements, as well as web trends.
 
Provide support, training, best practice, and implementation assistance across our Content Management System and suite of products.
 
Troubleshoot, investigate, and create detailed software bug reports, and product enhancement requests. 
 
Participate daily in team stand-up meetings covering challenging tickets, software bugs, and other items of note.
 
Ability to solve a portion of incoming calls while on the phone, summarizing and escalating others as appropriate.
 
Strengthen the Finalsite brand by exhibiting excellence in product knowledge and customer service.


QUALIFICATIONS AND SKILLS

 
Associate’s or Bachelor’s degree preferred., or commensurate experience.
 
Entry-level experience with websites built via content management systems (Wordpress, Squarespace, Wix, Weebly, Joomla, etc.) preferred.
 
Ability to multitask and maintain patience when faced with challenging situations.
 
Prior customer service or technical support experience preferred (0-2 years), but not required.
 
Experience with support desk software (Zendesk preferred).
 
Ability to cover evening and weekend hours, as required.

COMPETENCIES REQUIRED

 
Link to All Staff Competencies and Mental and Physical Requirements

RESIDENCY REQUIREMENT
Finalsite offers 100% fully remote employment opportunities, however, these opportunities are limited to permanent residents of the United States and the United Kingdom. Current residency, as well as continued residency, within the United States and UK, are required to obtain (and retain) employment with Finalsite. Candidates living outside of these locations will still be considered and will be hired through our Professional Employer Organization.
DISCLOSURES
Finalsite is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. EEO is the Law. If you have a disability or special need that requires accommodation, please contact Finalsite's People Operations Team. Finalsite is committed to the full inclusion of all qualified individuals. As part of this commitment, Finalsite will ensure that persons with disabilities or special needs are provided a reasonable accommodation.