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Product Support Specialist

Cayuse
Raleigh, NC Remote Full Time
POSTED ON 5/4/2024

The exciting world of scientific research is fueled by people with a passion for solving complex problems. At Cayuse, we are committed to our customers' success by empowering organizations to conduct globally connected research that advances their impact on science, discovery and society. We build on that commitment with proven, integrated and easy-to-use technology that delivers exceptional value, and world class service and support that accelerates outcomes.

But we are more than just an empowering platform powered by advanced technologies. We are a collaboration of exceptional, highly skilled people with multi-disciplinary expertise, and are building our team to support our ambitious growth plans. Cayuse's foundational strength comes from our customer and employee focused values and commitment to industry-leading solutions. It's an exciting time to become a key member of our growing team.

Our Technical Product Support team is an escalation team to our earlier stages of support. We are responsible for providing in-depth, product-level support to our users when they're facing issues with our product.

We are seeking an energetic person to help us continue to serve and delight our current and expanding customer base. If you love helping people, have strong communication skills, enjoy problem-solving, and work well in a fast-paced environment, you could be a great fit for our team!


Responsibilities

  • Interact with clients to gather information and revolve support related questions
  • Handle inbound phone calls from clients in a professional manner
  • Respond to tickets via email
  • Ensure timely responses to client inquiries
  • Create client facing and internal documentation
  • Diagnose and report defects to development
  • Meet SLA and customer satisfaction goals
  • Escalate problem tickets appropriately
  • Continued learning on new products and features
  • Attend daily support stand ups
  • Assist other departments as a subject matter expert
  • Provide feedback on new features
  • Work on special projects as assigned by your manager
  • Resolve client questions while meeting the goals set by your manager
  • Adding or correcting documentation around product usage
  • Maintaining your personal backlog while meeting company objectives

Skills and Requirements

  • Strong professional communication via phone and email
  • Troubleshooting and Testing
  • Understanding of SaaS business model
  • Working knowledge of computer systems and software
  • Developing training materials
  • Zendesk
  • Jira
  • Google Suite
  • 2 years experience as a Product Support Specialist
  • Resides in Eastern Timezone

Benefits

  • Competitive Medial Benefits (PPO HSA available)
  • Vision, Dental, Short-Term Disability fully covered by Cayuse
  • Unlimited PTO Holidays Flexible Work Schedule
  • Remote Work Stipend
  • Equal Paid Parental Leave
  • 401k with Employer Matching
  • Quarterly Wellness Reimbursement
  • Remote Work Environment, supporting the Ultimate Employee Experience

Cayuse does not accept agency resumes. Please do not forward resumes to our jobs alias or any Cayuse employees. Cayuse is not responsible for any fees related to unsolicited resumes.

Our culture is one of inclusion and belonging where everyone feels respected, treated justly, supported and nourished. We all share responsibility for creating and sustaining a work environment where differences are celebrated and we are empowered to strive for excellence. We're proud to be an equal opportunity employer and actively seek to recruit, develop, and retain a diverse and talented workforce.

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