Product Support Specialist

Job Description

As a Product Support Specialist at Vimly, you’ll play a critical role in supporting Vimly’s suite of products and internal tools. You’ll be an escalation point and liaison between our Product/Engineering teams, Vimly staff, and our customers. You’ll handle a number of responsibilities in this role, including Quality Assurance, Documentation, and Training.

The ideal candidate will possess strong written and verbal communication skills, as you’ll play a critical role in the communication chain between Product/Engineering, Account Management/Customer Success, and our customers. You’ll need to manage through ambiguity, be resourceful, and collaborate well with others to solve problems. You’ll need a great attitude, a desire to please customers, and a sense of urgency. Flexibility, curiosity, self-initiative, and the ability to adjust to urgent situations and changing priorities will all be required to excel in this role.

Job Responsibilities

  • Answer questions and resolve product technical support requests submitted by Vimly staff members
  • Be an escalation point when Customer Success and Account Management teams need help answering product questions or resolving product issues for our customers
  • Perform root cause analysis:  understand, interpret, reproduce, and diagnose product issues, and then work with our Product/Engineering teams to resolve
  • QA duties:  identify, test, diagnose, reproduce, and log product defects
  • Documentation duties:  create/maintain knowledge base articles, and contribute to the creation/maintenance of user-facing assistance content
  • Training duties:  create/contribute to product training content and lead training sessions for Vimly staff

Qualifications

  • Bachelor’s degree or equivalent experience
  • 3-4 years of experience in a technical product support and/or software quality assurance role
  • 2+ years of experience providing direct support to external customers by phone, electronically, and/or face-to-face
  • Experience in the field of Benefits administration
  • Experience supporting or testing web-based (SaaS) applications

What Will Help You Excel 

  • Alignment with Vimly’s core values, fundamentals and strategic goals 
  • Demonstrated ability to analyze and identify discrepancies/inconsistencies, both independently and as part of a team 
  • Detail-oriented, striving to achieve quality, error-free work
  • Passion for learning, understanding, and mastering software systems
  • Highly motivated and enthusiastic - ready and willing to put in extra effort
  • Strong written and verbal communication skills; ability to write documentation that is clear, complete, and understood by both technical and non-technical audiences
  • Strong analytical thinking and problem-solving skills 
  • Ability to thrive in a fast-paced, team–oriented work environment
  • Experience with the following systems and tools; Microsoft Office applications, Atlassian Jira Service Desk, Google Chrome, Mozilla Firefox, Internet Explorer (F12 Dev Tools), API development tools such as Postman

Resumes may be submitted to: jobs@vimly.com