Product Support Specialist

 
Max Digital is a rapidly growing, well-funded software company in Chicago’s West Loop area.  This position provides an excellent starting salary + bonus, on the job training, benefits, and strong career growth opportunities.  The environment is fast-paced, yet casual and friendly for those ready to roll up their sleeves and get the job done.  If you are looking for a chance to begin a career in the software industry and join an expanding company, I encourage you to apply. 
 
Recent Success story: Matt joined Max Digital as a Product Support Specialist in April 2017. After 18 months of excellent work, he took a role working directly with the Account Management team that oversees all small to medium sized accounts in the Western Region of the U.S. 
 
Job Title:                  Product Support Specialist 
Target Hire Date:    Immediate 
Direct Report:         Product Support Manager 
 
Product Support Specialist Job Description: 
 
A.  General:  Our Product Support Specialists are critical to the retention of our growing customer base.  This job entails:  (1) Reactive dealership problem resolution (with definitive escalation procedures), (2) Proactive system upgrade training and account management calls to current customers, and (3) Support of field teams (Sales and Account Managers) for research, system information, and customer relationship management. 
 
B. Specific Duties and Responsibilities: 
  • Professionally engage all dealership end users of the performance management system to maximize their usage and loyalty. 
  • Maintain and enhance visibility, rapport  and relationship within the Dealer partners Action all inbound help desk calls and e-mails, provide updates to customer during remediation and follow up after solution in place 
  • Promote fullest utilization of business tools 
  • Problem solve and document account problem resolution 
  • Document trends, FAQ’s, and related troubleshooting 
  • Provide entrepreneurial balance through strong work ethic, teamwork, accountability, excellent interdepartmental communication and a “Whatever it takes” winning attitude 
  • Available on phone call rotations during after-hours (One day per week including one weekend every six weeks) 
  • Self-manage customer case queue 
 
C. Qualifications 
  • Bachelor's degree required 
  • Strong and demonstrated work ethic - willingness to go above and beyond 
  • Excellent communication, presentation, and customer service skills 
  • Proficient personal computing expertise 
  • Proven ability and comfort with learning new technologies quickly 
  • Local Chicago candidates only- no relocation will be provided 
  • Permanent authorization to work in the U.S.- no sponsorship will be provided 
  • 1-2 Years of professional work experience preferred 
 
D. Compensation/Benefits
  • Base salary of $40,000 plus $10,000 Annual Bonus Opportunity (paid monthly)
  • Full medical and dental 
  • Discounted vision plan
  • 15 days PTO
  • 401(k) retirement savings plan 
  • Casual Dress 
  • Internal Promotional Opportunities

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