Product Support Specialist at Panorama Education | Torre
Product Support Specialist
Report
Panorama Education

Product Support Specialist

Panorama Education
Posted by
Manuela Vargas Jaramillo
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Full-time

Legal agreement: Employment

Compensation
USD50k - 70k/year
Non-negotiable
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Hybrid (United States)
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Posted over 5 years ago

Requirements and responsibilities

• User Support: • Accurately and thoroughly resolve user questions and requests that are received via email and occasionally phone in a timely manner; this requires expertly navigating our product and sleuthing for client details to ensure responses include proper context • Serve as the primary technical contact for our clients using our self-service platform to answer questions about the platform, troubleshoot challenges, and provide customizations • Be motivated to hit our target response times (every conversation started within two hours of a request) and other performance metrics • Partner with Product Support and Client Success colleagues to identify and escalate mid- and high- complexity questions and requests • See patterns in user support requests that suggest an opportunity for product or process improvement • Monitor the support desk outside of regular business hours on a rotating schedule to serve as the first line of defense for urgent issues identified. • Product Expertise: • Connect users with resources, offerings, and tools to help them understand best practices and meet their goals with the data they collect through Panorama’s online platform • Identify when a client would benefit from new resources and work with the larger Panorama team to create those resources (for example, revised onboarding resources or a new FAQ) • Become an expert on our product; use expertise not only to guide and support our users but to coach and teach teammates who are learning the product as well • Provide excellent technical support for our Survey Operations team.
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