Brandt Information Services, the leading provider of SaaS technology and marketing services for state wildlife and parks agencies, is paving the way to better communicate and serve the public through their journey to go camping, fishing, boating, hunting, or hiking on public land. At Brandt, we build and improve upon the customer journey for public users buying campground reservations, fishing and hunting licenses, boat registrations, educational event tickets, and as well is the provider of branded and unbranded merchandise for our state agency partners. State funds generated go back into conservation and outdoor recreation improvements.
About the Role:
Brandt's growing merchandise program is a fast-paced and exciting opportunity for an applicant who thrives on providing service internally and externally. We are seeking a junior level Product Support Specialist that will have a primary focus on our product merchandising program. In this position, you will have a crucial role in ensuring the success of our clients by providing exceptional technical support and product guidance. You will be responsible for resolving customer inquiries, troubleshooting technical issues, and assisting in product onboarding and training. Your ability to communicate effectively and deliver outstanding customer service will contribute to our clients' overall satisfaction and drive the success of our products. This position reports to the Operations Support Manager within the Customer Operations Department.
Primary Responsibilities:
Develop and execute a merchandise assortment that includes potential products, target Provide timely and professional technical support to our clients via various channels (email, phone, chat, and ticketing system).
Diagnose and troubleshoot software issues reported by clients, ensuring accurate problem identification and effective resolution, specifically troubleshooting merchandise customer issues reported by clients, ensuring accurate problem identification and effective resolution.
Assist clients with product onboarding and training, ensuring a smooth transition and comprehensive understanding of the software's functionality.
Collaborate closely with cross-functional teams, Product Management, and Quality Assurance, to escalate and resolve complex technical issues.
Document and track customer issues and resolutions in a systematic manner using our internal systems.
Identify and communicate recurring technical issues to the Product Management team for further analysis and improvement.
Stay up-to-date with product knowledge and new features to provide accurate and relevant information to clients.
Creation and maintenance of configuration documentation, set up and review / testing of system configurations, product support documentation, knowledge base articles, and FAQs.
Act as a customer advocate within the company, providing feedback and insights to improve the product's usability and user experience.
Continuously strive to enhance customer satisfaction and loyalty by delivering exceptional customer service and support.
Perform system maintenance as needed including after hours or weekend and handle on-call rotation duties.
Qualifications Required:
Bachelor’s degree in computer science, Information Technology, or a related field (or equivalent work experience).
Proven experience in a customer-facing technical support role, preferably in a SaaS software company.
Strong technical aptitude and ability to understand complex software systems
Previous experience in e-store merchandising and content creation.
Excellent problem-solving and troubleshooting skills with a keen attention to detail.
Outstanding communication skills, both written and verbal, with the ability to effectively explain technical concepts to non-technical users.
Empathy and patience to handle challenging customer situations and provide exceptional customer service.
Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
Experience with CRM and support ticketing systems is a plus.
Familiarity with agile software development methodologies is a plus.
A passion for technology and a desire to continuously learn and grow in a dynamic industry.
Ability to travel up to 20% of the time for site visits, training sessions, and industry conferences.
Must successfully clear a Level II fingerprint background screening.
Location:
This position is anticipated to be a full-time remote position. The work must be performed within the continental United States. The standard work hours for this position will follow Eastern Standard Time. All equipment required to perform the job responsibilities will be provided by Brandt.
Compensation & Benefits:
Here at Brandt, we understand that highly satisfied employees are key to a thriving company. This is why we offer:
An annual salary of $55,000 - $65,000 determined by factors including but not limited to previous professional experience, technical skills, qualifications and geographic location
Health insurance with some plans fully covered for the employee (family members can be added at a discounted rate)
Vision insurance fully covered for the employee (family members can be added at a discounted rate)
Dental insurance available for purchase
Flexible/Open paid time off (PTO) policy (available after 30 days of continuous service)
Nine (9) paid holidays
401k plan with matching company contributions
Annual year-end performance bonuses
Up to 8 weeks of paid parental leave
Life insurance fully covered by the company
Long term disability insurance fully covered by the company
Free Udemy account for ongoing professional development and learning
We are committed to providing a comprehensive and competitive compensation and benefits package that reflects our commitment to our employees and their well-being.
Brandt Information Services is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, religion, national origin, age, disability, veteran status, genetic data, or other legally protected status.
Please direct all questions/inquires to careers@brandtinfo.com.
Employment type
Full-time
Job function
Information Technology and Customer Service
Industries
IT Services and IT Consulting
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