Design Live Product Support Specialist - Remote

Overview

The Design Live Product Support Specialist is an experienced, technically focused support expert who aids Technical Account Managers (TAM), Customer Success Managers (CSM), local support teams, and customers in their local language. This role offers 2nd Level Support for products not covered by the Global Operations Centre (GOC) and serves as the main contact for Key Users of enterprise accounts.

In Short

• Provide advanced application and technical support.
• Answer questions from Customer Support Agents in the public SUPPORT TEAMS channel.
• Work on elevated tickets from local support to Elevated Support group in ZENDESK.
• Prioritize and solve tickets accordingly.
• Report bugs/issues to DEV.
• Forward valuable customer requests to Product Management.
• Provide statistics for Enterprise Success Plan customers.
• Collaborate with TAM/CSM/Pre-Sales/Professional Services on solutions for Enterprise Accounts.
• Handle elevated tickets from local support in ZENDESK.
• Serve as a contact for Key Users of Enterprise Customers.

Requirements

• 3+ years experience in Information Technology, Computer Science, or related field.
• Strong problem-solving skills and troubleshooting abilities.
• Excellent communication skills in English; French Canadian is a plus.
• Experience with support tools like ZENDESK.
• Ability to work effectively in a team environment.
• Strong organizational and prioritization skills.
• Customer-focused with efficient issue resolution capabilities.

Benefits

• Supportive and nurturing work environment.
• Collaboration with experts in their fields.
• Flexible and autonomous working conditions.
• Focus on continual growth of employees.
• Diversity and inclusion in the workplace.