Product Support Specialist
Marlborough, MA

Job Description

Community Brands is a software company that helps organizations achieve social good. Through our technology, we assist more than 100,000 associations, nonprofits, K-12 schools, faith-based organizations, and partners grow stronger and achieve their missions. Like our clients, our nearly 2,800 employees strive to improve the world in which they live, and we believe that technology plays an important role in that. We are techies and volunteers who dream big and are motivated by more than just a cool job (though that's a great perk). The Community Brands culture is one where employees can pursue this passion as part of their profession, and we're looking for great employees to join us!

A Day in the Life

The Product Support Specialist is responsible to assist past, current, and future customers by answering their questions, concerns, and inquiries in a timely, honest and professional manner. To take ownership of each call, manage each request correctly, and communicate effectively to ensure the customer's complete satisfaction. To not only deliver solutions but deliver real added value to the customer's support experience. To be dedicated to enhancing customer productivity by providing superior product support and coordinating support efforts with other production groups. To focus on our customers by fostering teamwork and continuous improvement in everything we do so that we create promoters of our company.

In this role you'll

* Responsible for accurate, timely logging of all support calls in call tracking system and escalation of problems where appropriate.
* Train new users on system functionality and train existing users on new functionality, as needed.
* Maintain a thorough understanding of how the supported products work and are used by the customer base, how to address known problems, how to handle unknown problems.
* Proactively and independently develop product knowledge and update relevant technical skills on an ongoing basis.
* Maintain a strong customer service orientation, providing empathetic customer support within established company guidelines.
* Develop strategies, support documents, FAQ's and Knowledge Base Articles to increase client satisfaction and ensure an optimal level of service.

We're looking for someone who brings

* Experience with computerized Registrar or Scheduling administrative software products
* Experience in the functions of a school administration office
* Possess a solid understanding of both hardware and software
* Any Independent School Administrative experience
* Knowledge of SQL language, tools, report writing (Crystal Reports) is a plus
* Experience with structured programming, databases and data structures is a plus
* Must be goal-oriented, results driven and analytical in nature
* Successful candidates will be dedicated, enjoy project-based work, and have the ability to multi-task
* Effective oral and written communication skills

Good People, Doing Good Things:

Employees at Community Brands are techies and volunteers who strive to make the Company a great place to work. We dream big and are motivated to help our customers use the technology we create to improve the world around us. And, we look forward to you being part of our story!

* Unlimited Planned Paid Time Off
* Generous Sick Leave
* Casual Environment
* Purpose Driven Culture
* Work-life balance
* Passionate about Community Involvement
* Company Paid Parental Leave
* Company Paid Short Term Disability

Equal Opportunity Employer: Minorities, Women, Veterans, Disabilities