Product Support Specialist

Location: Austin, TX office, US
Job Description:
Are you eager to drive change in an industry that has remained unchanged for generations? Join us at SourceDay, the pioneering cloud-based platform that revolutionizes procurement and purchase order management for manufacturers and distributors. Hundreds of businesses rely on our platform to efficiently manage their direct spending and optimize the acquisition of necessary materials for product manufacturing. At SourceDay, our mission is to eliminate inefficiencies and human errors, enhance our clients' profitability, and enable them to fulfill commitments promptly.
As we expand our customer product support team, we're seeking dedicated and driven professionals eager to deepen their impact. You'll join a vibrant team committed to knowledge excellence and collaborative problem-solving, ensuring that both our customers and our internal teams master the functionalities and benefits of the SourceDay solution. This role involves direct communication with customers and collaborative efforts with our Support, Operations, Integration, Product, Engineering, and Customer Success teams to deliver an outstanding customer experience.
Step into a role where you're not just responding to customer needs but anticipating them, in an environment where every team member is integral to our collective success. If you're ready to make a significant impact, we're excited to help you grow and succeed at SourceDay.

Responsibilities:

• Customer Satisfaction: Take ownership of customer support satisfaction across various communication platforms, including help desk tickets, live chats, and phone calls.
• Problem Resolution: Quickly address and resolve customer issues, collaborating closely with our development team to troubleshoot technical or product challenges.
• Documentation: Document customer issues and resolutions in internal support articles to enhance our knowledge base and assist with continuous learning across the team.
• Customer Interaction: Deeply understand SourceDay solutions to discuss the most relevant features and functionalities tailored to customer needs.
• Collaboration and Improvement: Foster strong relationships with internal teams to enhance product solutions and address customer feedback effectively.
• Product Testing and Support: Participate in user testing for new enhancements and provide additional support functions as needed.

Qualifications: 

• Experience: At least 2 years of client support in a SaaS environment. Familiarity with tools like JIRA, Zendesk, and Confluence is essential.
• Communication Skills: Excellent verbal and written communication skills, capable of engaging effectively with both customers and team members.
• Problem Solving: Strong analytical skills with a creative approach to problem-solving and a knack for transforming challenges into user-friendly solutions.
• Learning and Adaptability: A quick learner with a keen ability to grasp complex concepts and adapt to new technologies.
• Detail-Oriented: Possess a keen eye for detail and a strong commitment to accuracy.
• Technical Skills: Experience with SQL databases is highly valued, and considered a plus.
• Team Player: Passionate about collaborative work and contributing to team success.

Position Type/Expected Hours of Work:
This is a full-time position. Scheduled hours will vary depending on assigned shifts but will be within the range of 7:00 AM to 7:00 PM, Monday through Friday. Occasional night and weekend work may be required to support international customers.
 Commitment to Diversity:
SourceDay is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.