Cayuse
Cloud-based research management
Research administration software and services • SaaS for research administration • Electronic submission of federal grant applications • Electronic Research Administration • Research Management
201 - 500
Product Support Specialist
August 21
🏡 Remote – New York
Cayuse
Cloud-based research management
Research administration software and services • SaaS for research administration • Electronic submission of federal grant applications • Electronic Research Administration • Research Management
201 - 500
Description
• Interact with clients to gather information and resolve support related questions • Handle inbound phone calls from clients in a professional manner • Respond to tickets via email • Ensure timely responses to client inquiries • Create client facing and internal documentation • Diagnose and report defects to development • Meet SLA and customer satisfaction goals • Escalate problem tickets appropriately • Continued learning on new products and features • Attend daily support stand ups • Assist other departments as a subject matter expert • Provide feedback on new features • Work on special projects as assigned by your manager
Requirements
• Strong professional communication via phone and email • Troubleshooting and Testing • Understanding of SaaS business model • Working knowledge of computer systems and software • Developing training materials • Zendesk • Jira • Google Suite • 2+ years experience as a Product Support Specialist • Resides in Central or Eastern Timezone
Benefits
• Competitive Medial Benefits (PPO + HSA available) • Vision, Dental, Short-Term Disability fully covered by Cayuse • Unlimited PTO + Holidays + Flexible Work Schedule • Remote Work Stipend • Equal Paid Parental Leave • 401k with Employer Matching • Quarterly Wellness Reimbursement • Remote Work Environment, supporting the Ultimate Employee Experience
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