Product Support Specialist
Full-time, Lexington Massachusetts-based position
We are seeking bright, articulate, detail-oriented applicants with a desire to join a world-class Product Support Team in our Lexington, MA office.
In this role, you are a member of our Product Team and the front line concierge to FamilyID customers. This role is critical to our mission to deliver timely, empathetic support AND a superior technical product-experience to our customers.
This job requires an action-oriented, flexible problem-solver who delights in resolving customer support issues.
You will utilize a variety of software tools to navigate member accounts, research support requests, document technical issues, test new features and communicate effective solutions in a fun and fast-paced environment.
You are Internet savvy and have technical aptitude when it comes to online tools and research. Our customers contact us primarily by phone and email and we need someone who excels at resolving issues with good-humor, patience, and empathy.
The FamilyID Support Desk operates Mon–Fri 8am to 9pm, and "on call" weekends with hours on Saturday from 10am -- 6pm and Sundays from 12pm -- 8pm.
Team members are expected to work an assigned schedule that falls within operating hours. Typical shifts are weekdays from 9am to 5pm and include one or two weekends per month. Your schedule may change throughout the duration of your employment.
What you'll do every day:
Provide technical support to FamilyID members via phone calls and emails
Independently resolve technical support issues and escalate cases when appropriate
Provide online demonstrations and educate customers on product features as well as online help resources
Document customer support contact information, technical issues and requests
Participate in special product development projects as required
Test & evaluate new product features prior to release, including documenting test conditions and expected results
Interface with other departments to coordinate application testing and changes
Create and update internal and external system and procedural documentation
What you need to succeed in this role:
Exceptional Communication – You are an active listener and clarity in communication is important to you. You can resolve conflicts and set appropriate expectations with customers. You can consistently compose a grammatically correct, concise and accurate written response to customer issues, and you can succinctly communicate technical information to a non-technical audience.
Emotional Intelligence – You're highly aware of your own and other people's emotions. You can recognize and regulate your behavior and manage your emotions to adapt to different customer support situations. You strive for high customer satisfaction and go out of your way to be helpful and compassionate.
Solid Judgment/Problem Solving – You make appropriate decisions on behalf of the customer quickly and effectively. You are resourceful and think fast while on a call with a customer; balancing the immediate need with the big/ longer-term picture.
Initiative/Accountability – You take ownership of your work, doing what is needed without being asked, and you always follow through.
Coachability – You have a desire to continually learn. You're receptive to feedback and continuous improvement.
Efficiency – You can document customer account activities thoroughly and concisely. You're hardwired to plan ahead, manage time well, and think of better ways to do things. You effectively prioritize your work time to ensure efficiency.
Tech Savvy – You have a love of technology. You can easily navigate the Internet, email, and Instant Messenger tools. In fact, your family may look to you as their own personal "IT" guru.
1-2 years proven customer service experience (ideally in the tech industry)
Basic typing, phone, and computer navigation skills
Fluent in Spanish ideal, but not required
Bachelor’s degree or above
FamilyID offers medical, dental and vision coverage. Full-time employees are eligible to receive six (6) paid company holidays, six (6) personal days and ten (10) days of Paid Time Off (PTO) annually, which is accrued on a weekly basis. In order to support our customers, vacation requests are not granted during peak seasons (August, November, February/March) unless special permission is granted.
Please note: this is NOT a remote position. However, in order to cover weekend "on-call" shifts, you must have the ability to work from home, including a reliable Internet connection and work environment free of distractions or noise that would affect the customer experience.