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We are seeking a Product Support Specialist who will be responsible for ensuring the smooth operation of our product automation processes. The Product Support Specialist will create and implement processes for when automation fails, and human intervention is needed. They will be responsible for providing product support, finding ways to support product advancement and automation, and solving automation failures. This role will work closely with the product team to identify opportunities for improving user satisfaction and acceptance of features.

Key Responsibilities:

• Develop and implement processes for when automation fails, and human intervention is required.
• Provide product support and act as a support delivery expert.
• Review each feature/tool ticket and identify times when a human needs to step in.
• Create scripts and instructions for human intervention, and follow-up scripts for inaction and supervisor alert.
• Research viable learning software to automate inaction response/call to action.
• Maintain reporting and analytics of satisfaction ratings of feature outputs.
• Work with product visionaries to develop ideas and product efficiencies/higher automation/satisfaction/scalability.
• Figure out if we can "teach" organization to learn the user habits to then automate corrective behavior.
• Act as the gatekeeper of processes, SOPs, and training.
• Train users about who we are and why we function in the manner we do.

Requirements

• Bachelor's degree in computer science or a related field.
• Experience in software development and support.
• Strong problem-solving and critical thinking skills.
• Familiarity with reporting and analytics tools.
• Excellent communication and interpersonal skills.
• Ability to work independently and in a team environment.
• Strong attention to detail and accuracy.
• Familiarity with learning software and automation tools.
• Knowledge of SOPs and training development.

Benefits

We value our employees and their well-being at our company, and we are proud to offer a comprehensive benefits package to support them. Our market rate compensation ensures that our employees are fairly compensated for their hard work, and our bonus plan provides the opportunity for even more rewards. We also believe in sharing our success with our employees, which is why we have a corporate equity sharing plan. Our comprehensive medical plan, along with PTO and holidays, offers a balanced work-life experience. We are committed to providing a positive and supportive work environment and these benefits are just one of the many ways we show our appreciation for our dedicated team. Join us and experience a workplace where your hard work and dedication are truly valued.

Salary: $65K-$80K DOE

If you're interested in this exciting opportunity, please submit your application with your resume and cover letter. We look forward to hearing from you!