Product Support Specialist in New York, NY at Vaco

Date Posted: 6/24/2019

Job Snapshot

Job Description

Product Support Specialist

Responsibilities

  • Manage and monitor support channels, social channels and communities to ensure our users receive high-quality and timely responses to their questions and feedback
  • Collect and analyze user feedback and identify trends and insights into users needs. Share feedback with the product team and relevant stakeholders
  • Work directly with administrators and educators to enhance their experience with the product
  • Identify and share user success stories with sales, marketing, and product teams
  • Coordinate the creation and ongoing maintenance of support materials including: articles on Help Centers, FAQs, Educator Training Materials, Canned Responses, and Pitch decks
  • Organize and manage school visits for the team

Requirements

  • BA or BS degree
  • A proven ability to multitask, prioritize efficiently and thrive in a fast paced environment
  • Very strong organizational skills with a high attention to detail
  • Exceptional written and verbal communication skills
  • Ability to work independently and drive projects to completion with minimal guidance
  • Commitment to excellent customer service
  • Basic Excel/Google Sheets abilities (e.g. data input, filtering, sorting) and familiarity with Google Drive
  • Experience managing projects with multiple stakeholders

Preferred Qualifications

  • Experience in and a passion for teaching/education