We have a big vision which is why we need you—an innovator and problem solver ready to revolutionize and empower businesses to succeed.
Job Overview
As a Product Support Specialist, you are responsible for working with the Director of Marketing Operations to receive, troubleshoot, organize, and resolve or escalate issues within our Scorpion Products, Services and Systems (uncovered and submitted by Scorpion Employees and/or Clients).
In this position, you must be an expert in understanding the front-end of all Scorpion Products and Systems used by Corporate Marketing, Sales, Delivery, and all Client Marketing departments (internal use) and the Scorpion Products, Services and Systems used by our Clients (external use). You must also have a basic understanding of how our Scorpion Products, Services and Systems operate and connect with one another, how data is pulled into these systems, and the purpose and use (internally and externally) for each system.
As a Product Support Specialist, you will also be responsible for effectively and respectfully communicating with any Scorpion Employee that has a Scorpion Product, Service or System issue or request, relaying that issue to the proper product line owner or department, providing updates to all parties, and ultimately seeing the issue through to completion in a timely manner.
The Product Support Specialist must be an effective liaison between Scorpion Employees and the Product Departments.
What You'll Do
Responsibilities:
- Replies competently to any Scorpion Employee’s questions, concerns and upsets in the expected time frame
- Maintains 5-10 minute email response time during business hours
- Coordinates with all applicable team members until all issues are fully resolved
- Provides monthly updates regarding issues and requests open and closed, as well as training opportunities
- Establishes trust with all Scorpion Employees and provides accurate updates in a timely manner
- Provides an excellent experience to all Scorpion Employees
- Communicates clearly and thoroughly as to prevent miscommunication or upset
- Ability to diffuse an upset situation or address concerns
- Takes requests from Scorpion Employees and reformats to an acceptable, organized format for escalation
- Escalates Product, Service or System issues or “bugs” to the proper document, email help distro, or product line owner
- Organizes and prioritizes multiple requests at once
- Assigns urgency levels to issues and requests
- Communicates updates, delays, or completions to Scorpion Employees
- Requests more information for clarity on issues or requests in a professional manner
- Develops and submits specs for feature requests in a clear and concise fashion
- Develops and distributes documentation related to new Scorpion Products, Systems or Services, when applicable
- Coordinates training-related issues with Learning & Development department in a timely manner
- Maintains knowledge of all Scorpion business types and digital marketing best practices
- Maintains comprehensive knowledge of all Scorpion Product, Service and System updates
- Understands and can work through any Scorpion Product, Service or System from both a Scorpion Employee’s perspective and a Client’s perspective
- Understands any ticketing platform used to organize inbound requests
- Understands advanced features of Excel, Google Sheets
- All emails addressed every day
- Updates provided on all open issues, weekly
- Monthly write up / summary of issues handled
What You'll Need
Qualifications:
- 2+ years of work experience in operations or managing accounts or clients, preferably in a Digital Marketing field
- Experience working with CMS and CRM technologies and tools
- Competent in word, excel, Google Docs, Google Slides and Google Sheets
- SEO & SEM knowledge & strategy experience preferred
- Customer service experience
- Exceptional communication skills and ability to diffuse upsets