Product Support Specialist
Provides advanced, customer-facing technical support for DAT’s SaaS products, including API integration assistance, customer training, issue resolution, and escalation mentoring. Requires 3–4 years of technical product support experience and strong communication and problem-solving skills.
About the job
Responsibilities
- Deliver customer service and technical support for DAT products through phone, chat, and email.
- Respond to support requests and serve as a technical advisor for supported products.
- Analyze customer issues, distinguishing usability problems from technical issues.
- Report customer problems, concerns, and change requests to product development.
- Train customers on DAT products, industry knowledge, and effective software usage.
- Mentor junior team members, handle escalations, and communicate issue resolutions.
- Participate in user acceptance testing and provide customer-experience feedback.
- Provide technical expertise for integration setup and support, including API integrations.
- Maintain accurate documentation and contribute help articles and presentations.
- Travel occasionally for business.
Requirements
- High school diploma or equivalent.
- 3–4 years of direct technical product support experience in a call-center environment.
- Strong written and verbal communication and presentation skills.
- Strong analytical and problem-solving abilities.
- Ability to follow business rules and maintain highly accurate documentation.
- Basic technical ability to resolve customer issues.
- CompTIA A+ certification strongly preferred.
Compensation and Benefits
- Annual salary range of $51,000–$65,000 for Oregon-based candidates.
- Medical, dental, vision, life, and AD&D insurance.
- Parental leave, flexible time off, and 10 paid holidays.
- 401(k) matching, employee stock purchase plan, disability leave, flexible spending accounts, health savings accounts, and employee assistance program.
- Free TriMet transit pass for the Beaverton office.
Skills
Technical Support, API Integrations, Customer Service, User Acceptance Testing, Technical Documentation, Problem Solving, Comptia A+, SaaS
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