Product Support Specialist - Charlotte

Looking to kick off a career in the tech world, but not interested in programming all day long? Then you may be a perfect fit for our Product Support team! Our Product Support Specialists provide enterprise-level technical support to our business clients via phone, web, email, and other support channels as required. They are responsible for everything from fixing basic product bugs for clients to performing new product user acceptance testing prior to rollout. No problem is too complex to solve for these jacks-of-all-technical-trades!

Duties and Responsibilities:

  • Provide phone/email/screen share consultation to troubleshoot client issues

  • Take ownership of client issues reported and see problems through to resolution by researching, diagnosing, troubleshooting and identifying solutions

  • Ensure proper documentation and closure of all issues

  • Investigate and provide workarounds as applicable

  • Provide prompt and accurate feedback to clients

  • Manage workload efficiently while being able to resolve time-critical situations professionally

  • Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams

  • Participate in knowledge transfer sessions with other team members

  • Learn the technologies required for supporting the MapAnything products

  • Create KnowledgeBase articles (FAQ/Solutions) that provide repeat value to the MapAnything client base

  • Create and maintain WalkMe support integration for MapAnything. This includes, but is not limited to the creation of walkthrus, references to existing content, and presentation of pertinent information to new users.

  • Participate in product testing/quality assurance process for MapAnything’s new app versions as they are released. This includes, but is not limited to the identification and documentation of product problems, bugs and unexpected results.

Desired Attributes:

  • BS degree in MIS, Information Technology, Computer Science or proven work experience in technical support

  • Basic knowledge of Windows, Mac OS, Google Apps, browsers, iOs/Android interfaces, and general desktop support issues

  • Impressive customer service skills and a super chipper attitude

  • Excellent written and verbal communication skills

  • Experience with help-desk, knowledge base and customer support solutions preferred (e.g.- Desk, ZenDesk, Salesforce, Jira Service Desk)

  • Salesforce.com experience a plus, but not required

Please email your resume to careers@mapanything.com

 

About MapAnything:

Combine today’s global economy with a mobile workforce and you get a lot of moving parts.  CRM alone can’t help you answer the critical business questions: Where is my business? Where do I need to be to maximize revenue?  MapAnything, the Where Company, is an innovator and pioneer in Geo-Productivity Software.  Founded in 2009 with more than 1,400 customers globally, we help our clients increase revenue, drive productivity, gain better territory control and boost customer loyalty.

MapAnything is a Salesforce Gold App Innovation Partner, and a ServiceNow Technology Partner.  We have received Ventana Research’s 2016 Technology Innovation Award for Location Analytics and been named a Customer’s Choice – Highly Reviewed App by users of Salesforce.  To learn more, visit www.mapanything.com