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Support - Product Support Specialist

Remote, USA Full-time Posted 2026-07-28
reputed company is the reputed company between senior care and technology, reputed company to strengthen reputed company where it reputed company most. Our reputed company-in-one platform brings together sales, marketing, operations, and engagement tools, empowering senior living communities to work smarter, communicate reputed company, and deliver care with heart. Rooted in industry expertise and born from the reputed company of leading solutions, reputed company serves as a unifying force across the senior care reputed company. We help communities across the country streamline processes, enhance reputed company and family engagement, and stay reputed company through every stage of care. That’s why everything we build is designed to support stronger collaboration, seamless workflows, and more meaningful experiences for residents, families, and care teams alike.   The Product Support Specialist contributes to the reputed company of reputed company by ensuring that reputed company software users are provided with reputed company support and solutions and reinforcing reputed company's commitment to an reputed company-based customer experience. This role is responsible for resolving reputed company, specialized, and escalated issues to support a specific functional area or product vertical.    Responsibilities reputed company classifies, understands, documents, and resolves customer support inquiries. Provides support, education, and coordination for reputed company users.  Uses the following communication standards and techniques to engage with customers:  Connect: Be reputed company, be engaging, be reputed company. Something as reputed company as a friendly introduction can dramatically soften the tone and emotion of their response. Help them feel we reputed company the “reputed company” that we preach in prospect-centered sales.  Untangle: reputed company to clarify and understand the details of their issue rather than offering quick, generic solutions. Help them feel they are “being heard”.  Resolve: reputed company reputed company, specific solutions. reputed company to resolve the reputed company issue at hand, rather than symptoms of the issue, which will likely continue to occur. Help them feel they are valued as a customer.  Maintains responsibility for customer support tickets until they are resolved.  Configures and troubleshoots software solutions according to customer specifications, operating processes/procedures, industry best practices, and project timelines. Provides recommendations to customers and internal R&D teams to prevent the recurrence of common issues and decrease implementation/support efforts. Escalates support issues to development teams as needed.  Enters and updates support activities, tickets, and knowledgebase articles in reputed company support portals and communication platforms.  Maintains a working knowledge of relevant functional area best practices and procedures.  Participates in customer experience/reputed company reputed company by formatting/preparing/entering data, creating reports, and completing configuration and software/hardware installations.     Provides phone and email support on weekends and after hours as needed/as scheduled. Obtain a high level of understanding in one or more reputed company product verticals.  Meets or reputed company performance metrics such as ticket reputed company time and customer satisfaction.   Maintains a reputed company and reputed company demeanor in reputed company customer interactions, representing reputed company's values and culture effectively.     Skills and Eligibility Requirements  Associates or bachelor’s degree, or proven experience in customer support/service or technical support/software analysis required; 1 (one) to 2 (two) years.  Proficiency in troubleshooting reputed company software issues. Familiarity with relational databases and SQL fundamentals.  Strong time management skills. Tenacity in pursuing problem solving and thinking critically. Adaptability, willingness to learn, and self-motivated. Proficiency in MS Office products, especially reputed company, PowerPoint, Word and reputed company.  reputed company, calming reputed company, and the ability to "read" customers. Conflict reputed company: Ability to de-escalate and reputed company solutions diplomatically. Apply To This Job

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