{"schemaVersion":"jobsearcher.job.v1","id":"9b16741fbc198ef0b3f3bc4e","url":"https://jobsearcher.com/jobs/9b16741fbc198ef0b3f3bc4e","canonicalUrl":"https://jobsearcher.com/jobs/9b16741fbc198ef0b3f3bc4e","title":"Product Support Specialist","description":"As a Product Support Specialist, you are responsible for handling support requests from new and existing customers on a variety of topics. Using his/her knowledge of products or services, as well as outstanding customer service skills, this professional provides front line customer service via phone, chat, and email for EleVia’s products. This isn’t a call center job – you will be collaborating with the customer, product development, and team members to work the cases to resolution. The most successful person in this role is someone resourceful and a willingness to help our customers with their solution needs. As your knowledge of our product and industry grows, you will be making a difference with our customers, contributing to the smooth operation of their business.\nIn this role, your responsibilities will include:\nResponds to incoming support requests in a prompt, professional and helpful manner.\nClearly documents all customer interactions via Salesforce case tracking system based on current policies and procedures.\nUtilizes basic troubleshooting skills, Knowledgebase articles and fundamental product knowledge to resolve low to moderately complex support tickets.\nCreate Knowledgebase articles and review articles for accuracy based on case issues.\nSchedule and conduct sessions with customers to resolve in-depth issues and gather supplemental information on the issue, including screen captures, log files, error messages, etc.\nEffectively manages and escalates issues with peers and team members for warm transfer process with a fully documented case including all background information gathered during customer interactions.\nAttempt to duplicate suspected defects in VM lab environment\nDetermine if existing issue relates to known defect currently being tracked in the JIRA database.\nRequirements for the position include:\nAccounting/Finance or CS degree and/or equivalent experience.\nMust be able to work 8am - 5pm CST\nAbility to problem solve for researching and troubleshooting customer questions.\nExcellent time management and organizational skills.\nStrong listening skills.\nOutstanding communication skills, both oral and written.\nHighly self-motivated with a high level of attention to detail.\nPrior customer service experience.\nExperience working in a team-oriented, collaborative environment.\nProven analytical and problem-solving abilities.\nUp to 10% travel for company and team events.\nNice to have qualifications for this position include:\nDirect experience with Deltek Vision/Vantagepoint software or similar accounting systems.\nExperience with CRM Case Management platforms such as Salesforce Service Cloud is a plus.\nExperience with EleVia.\nAECO experience.\nEqual Opportunity Employer\nThis employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.","company":"Elevia Software","rawCompany":"elevia software","city":"Mesa","state":"AZ","isRemote":false,"isActive":false,"createdAt":"2026-08-17T13:52:16.367Z","occupations":[{"code":"43-4051.00","title":"Customer Service Representatives","slug":"customer-service-representatives"},{"code":"15-1232.00","title":"Computer User Support Specialists","slug":"computer-user-support-specialists"},{"code":"15-1211.00","title":"Computer Systems Analysts","slug":"computer-systems-analysts"}],"industries":[{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"},{"code":"513210","title":"Software Publishers","slug":"software-publishers"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Product Support Specialist","description":"As a Product Support Specialist, you are responsible for handling support requests from new and existing customers on a variety of topics. Using his/her knowledge of products or services, as well as outstanding customer service skills, this professional provides front line customer service via phone, chat, and email for EleVia’s products. This isn’t a call center job – you will be collaborating with the customer, product development, and team members to work the cases to resolution. The most successful person in this role is someone resourceful and a willingness to help our customers with their solution needs. As your knowledge of our product and industry grows, you will be making a difference with our customers, contributing to the smooth operation of their business.\nIn this role, your responsibilities will include:\nResponds to incoming support requests in a prompt, professional and helpful manner.\nClearly documents all customer interactions via Salesforce case tracking system based on current policies and procedures.\nUtilizes basic troubleshooting skills, Knowledgebase articles and fundamental product knowledge to resolve low to moderately complex support tickets.\nCreate Knowledgebase articles and review articles for accuracy based on case issues.\nSchedule and conduct sessions with customers to resolve in-depth issues and gather supplemental information on the issue, including screen captures, log files, error messages, etc.\nEffectively manages and escalates issues with peers and team members for warm transfer process with a fully documented case including all background information gathered during customer interactions.\nAttempt to duplicate suspected defects in VM lab environment\nDetermine if existing issue relates to known defect currently being tracked in the JIRA database.\nRequirements for the position include:\nAccounting/Finance or CS degree and/or equivalent experience.\nMust be able to work 8am - 5pm CST\nAbility to problem solve for researching and troubleshooting customer questions.\nExcellent time management and organizational skills.\nStrong listening skills.\nOutstanding communication skills, both oral and written.\nHighly self-motivated with a high level of attention to detail.\nPrior customer service experience.\nExperience working in a team-oriented, collaborative environment.\nProven analytical and problem-solving abilities.\nUp to 10% travel for company and team events.\nNice to have qualifications for this position include:\nDirect experience with Deltek Vision/Vantagepoint software or similar accounting systems.\nExperience with CRM Case Management platforms such as Salesforce Service Cloud is a plus.\nExperience with EleVia.\nAECO experience.\nEqual Opportunity Employer\nThis employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.","datePosted":"2026-08-17T13:52:16.367Z","dateModified":"2026-08-17T13:52:16.367Z","hiringOrganization":{"@type":"Organization","name":"Elevia Software","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Mesa","addressRegion":"AZ","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"9b16741fbc198ef0b3f3bc4e"},"url":"https://jobsearcher.com/jobs/9b16741fbc198ef0b3f3bc4e"}}