Product Support (North America) at PlanetTogether – Portland, Oregon
PlanetTogether
Portland, Oregon, United States
Posted on
Updated on
Explore Related Opportunities
About This Position
About PlanetTogether
We are an established supply chain technology company with the spirit of a startup. At PlanetTogether, everyone shares in our growth!
PlanetTogether provides advanced planning and scheduling software (APS) and thoughtware for multi-plant manufacturers. PlanetTogether APS integrates with any master data source, including SAP, Microsoft, and other supply chain systems. We believe that manufacturing is a force for social and economic change. It lifts people out of poverty and improves lives. This is why helping manufacturers have a greater impact, serve their customers better and be more successful drives us to push harder every day.
About The Opportunity
This remote role must be able to work standard US working hours (8am-5pm PT/CT/ET). Can be based in USA, Canada, or Mexico.
We're looking for a technical product support professional who is ready to take the next step in their career as a Product Support Specialist. The Product Support Specialist is first and foremost an individual contributor who specializes in managing their share of support tickets, emails, and phone calls directed to the department from customers, employees, and partners. This person’s responsibilities will include but are not limited to:
- Monitoring and responding to Tier 1 and CloudOps tickets raised via the HubSpot CRM platform.
- Performing CloudOps procedures including but not limited to: restarting instances, restoring recordings, following documented recovery protocols, and learning and enforcing all security and data policies related to customer data.
- Using screen-share meetings to troubleshoot issues on customer, partner, or internal employee computers and servers.
- Engaging in frequent and ongoing Product QA Testing activities.
- Collaborating and coordinating with other members of the Support team daily.
- Fielding and fulfilling any product license requests.
- Setting and meeting or exceeding short-term and long-term goals related to excellent customer service.
- Becoming a product and troubleshooting expert.
The ideal candidate is an autonomous go-getter who relishes the opportunity to quickly solve complex problems for demanding customers. Performing all tasks and status updates with an acute sense of urgency at all times is second nature to the person best fitting this role. To succeed, the Product Support Specialist must be able to handle multiple requests and competing priorities with grace and a level head all while meeting deadlines and SLAs.
This position reports into and works closely with PlanetTogether's Director of Product Enablement. In general, we're looking for team members whose equilibrium is providing high quality technical customer service with a sense of urgency. Strong candidates will possess an innate ability to set the standard and strive for excellence every minute of the day. To succeed at PlanetTogether, candidates should be incredible critical thinkers, relentless problem solvers, and positive people.
Requirements
- Bachelor's degree or equivalent
- USA, Canada, or Mexico preferred.
- 6+ months of experience in a technical customer support role, ideally in SaaS or Enterprise software.
- 6+ months of experience managing customer requests in an online portal similar to Freshdesk or JIRA (we use the Hubspot Customer Support Module).
- Advanced aptitude and ability to learn and be able to demonstrate the use of integrated enterprise software quickly.
- Fast learner, with an ability to learn complex software systems, understand user challenges, and offer creative yet practical solutions.
- Native-level fluency in English (reading, writing, speaking) and comfortable speaking with colleagues, partners, and clients across all mediums.
- Basic knowledge of SQL or other relational databases would be helpful.
- Basic knowledge of client-server networks (LANs) and VPNs would be helpful.
- Manufacturing and supply chain experience is a major plus.
Compensation Package
- Competitive Base Salary
- Quarterly Performance Bonus
- Paid gym membership (including virtual classes)
- Continuing Education reimbursement
- Health, dental, and vision insurance
- Birthday time off annually
- Paid vacation and sick time off
- Permanent, full-time remote work
PlanetTogether is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
Scan to Apply
Just scan this QR code to apply from your phone.
Job Location
Portland, Oregon, United States
Frequently asked questions about this position
Continue to apply
Enter your email to continue. You’ll be redirected to the employer’s application.By clicking Continue, you understand and agree to JobTarget's Terms of Use and Privacy Policy.