Product/Application Support Specialist

About the Role

We are seeking a Product/Application Support Specialist to provide expert assistance to users of cloud-based business applications. This role emphasizes understanding the business functionalities and features of applications to guide users, troubleshoot usage issues, configure settings, and support updates. The ideal candidate is user-focused, knowledgeable in business applications, and skilled in delivering solutions that align with user and business needs.

Key Duties and Responsibilities:

• Apply business and application knowledge to become a Subject Matter Expert in various cloud-based software applications, websites, and intranet portals.
• Support users by explaining application features and functionalities, helping them navigate the software, and addressing queries effectively.
• Configure cloud-based business applications to meet user needs and resolve issues promptly with a high level of responsiveness.
• Monitor the ticketing system to prioritize and promptly resolve user requests, focusing on feature usage and business needs.
• Communicate issue resolutions clearly to stakeholders and seek clarifications as needed to ensure user satisfaction.
• Maintain product feature guides, FAQs, and issue resolution documentation in a ticketing and knowledge management system.
• Participate in the rollout of new features, updates, and application enhancements, ensuring users understand the changes and their benefits.
• Collaborate with cross-functional teams to provide insights on common user challenges and recommend improvements.

Required Qualifications:

• 2 - 5 years of experience in supporting business applications on cloud-based platforms.
• Exceptional ability to provide user support and guide users in understanding and utilizing application features.
• Open to working in a rotational shift schedule to meet global user needs.
• Strong interest in continually learning new technologies, applications, and skills.
• Excellent analytical and problem-solving skills, with a focus on user experience.
• Outstanding verbal and written communication skills in English, with the ability to explain complex concepts in simple terms.
• Strong work ethic, high integrity, and a positive attitude towards supporting users.

What We Offer:

• Highly inclusive and collaborative culture built on mutual respect.
• Focus on core values, initiative, leadership, and adaptability.
• Strong emphasis on personal and professional development.
• Flexibility to work remotely and/or hybrid indefinitely.

About WIN:

Founded in 1993, WIN is a highly innovative PropTech company, building new disruptive software platforms and products for the massive real estate industry. We have the stability and brand recognition as a 30-year-old company along with the curiosity and energy of a start-up. We are an Entrepreneur 500 company, Entrepreneur Fastest Growing company, and recognized as the Most Innovative Home Services Company.

Our Culture:

Our colleagues are driven by curiosity and tinkering and a desire to make an impact. They enjoy a culture of high energy and collaboration where we listen to each other with empathy, experience personal and professional growth, and celebrate small victories and big accomplishments. Click here to learn more about our company and culture: https://www.linkedin.com/company/winhomeinspection/life