Product Technical Specialist
AnswerHero, United States
Job Description
For over a decade, AnswerHero has been working with thousands of small businesses to support their call answering needs. We keep it simple: AnswerHero cares for our employees and our employees care for our clients. Our team continues to evolve stronger and larger and that’s where you play a role.
We’re looking for someone who dives into the technical side and asks why and how. We need an analytical thinker who is accurate and timely in their approach to delivering consistent results. As a technical problem solver with a commitment to results you will play a critical role implementing operational efficiencies along with enhancing our value to AnswerHero’s clients.
You'll be provided with training, support, and guidance but you should be the type of person who doesn't need to be told the same thing twice after you've figured it out. Someone will always be available to help answer questions and provide you with the context you need.
If you have what it takes to be a Hero please apply!
Now, a little about us!
AnswerHero provides small and medium-sized businesses with professional live answering and virtual receptionist services. It’s important to note that we are not a call center; we only service our own virtual receptionist accounts. We have helped clients nationwide in diverse industriesfrom the medical to the legal to real estate and service industrieswe have helped all kinds of clients streamline their businessesfrom attorneys, doctors’ offices, realtors, and many other professional services.
Our company is built on the foundations of teamwork, dedication, and efficiency. We understand that the basic pillars of a business are communication and professionalism. Our goal is to provide a reliable and trustworthy serviceone that continually strives to exceed our customers’ expectations.
Requirements
Duties and Responsibilities
- Excellent written/verbal communication skills are required.
- Establish amp; maintain a positive relationship with customers and co-workers.
- Monitor AnswerHero’s vendor product upgrade releases and identify impactful enhancements to AnswerHero’s workflow. Identify and test the enhancements that can lead to new revenue streams as well as operational efficiencies.
- Research and identify account programming solutions to streamline agent workflows and improve the customer’s experience.
- Serve as a subject matter expert for AnswerHero and share customer needs for automations to continually improve the integrations we offer.
- Be a resource for customer care when looking for an account programming solution or for opportunities to optimize account setups.
- Participate in and/or lead, the planning of projects.
- Collaborate with AnswerHero’s management and prospective clients to understand and implement client’s requirements using all available technical resources.
- Provide technical knowledge and experience during the planning, execution, and management of integrating new technologies into the existing environment.
- Assist with problem determination and resolution efforts when operational issues arise.
- Develop standards, processes, and document to support and facilitate technical projects and initiatives.
- Maintain high quality documentation of the programming enhancements and integrations that we implement.
- Identify and prepare best practices documentation regarding client account setup, maintenance, and scalability.
- Prepare new feature training programs according to organizational requirements.
- Organize and comply with all pertinent documentation needed on a daily/weekly/monthly basis to successfully manage the businesses required reports
- Triage, troubleshoot technical support tickets
- Be a valued resource to help customer care team enhance our client experience.
Preferred Qualities and Skills:
- High School Diploma, or equivalent required
- Enjoys writing and has strong professional writing skills
- Strong business acumen
- Confident verbal communication skills
- Ability to work in a fast-paced, team-oriented environment
- Required Experience: at least 4 years of work experience
- Positive, enthusiastic outlook about solving problems and improving the business
- Proficient use of MS Office Products
- English speaking, writing, and reading comprehension; active listening; organization and attention to detail
- A problem-solving/solution-oriented nature using common sense
Benefits
Room for Growth
We’re a growing company with plenty of opportunities for career advancement including training and management. We believe in growing together!