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As an integral part of sales and support teams, the Solutions Support Specialist is a dedicated resource whose primary focus is to support the sales function in guiding customers during their trial period or providing insight about our solutions. The Solutions Support Specialist works closely with regional account managers as coordinated by the VP Sales and will be required to uses their technical, commercial and customer facing skills to add value throughout the sales process, ultimately influencing the prospect’s decision to purchase client solutions.
contact beth.rennecker@otstaffing.com 972-454-4414 salary $45-$55K base and monthly commission.
The Solutions Support Specialist masters and hones their skills with the products by providing level 1 support to existing customers through calls, emails, online chat, and support tickets. In doing so, he/she is able to understand how customers are using the software, which better positions him/her to respond to potential needs or questions prospective customers have.
A typical day for the SSS might include conducting demos with prospective customers, leading training sessions for existing customers, answering support tickets/chats, helping customers troubleshoot issues, and assisting the sales team with support-related activities.
Key Responsibilities
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Deliver presentations and product demonstrations that require more in-depth or credible knowledge than the sales person can provide (either onsite or typically, remotely)
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Assisting the sales team with building a compelling and competitive business case and ROI (Return of Investment)
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Keeping management and team members informed of emerging issues, bugs, and customer needs to ensure the effective resolution of issues for all customers
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Supporting the sales team by completing and responding to technical requirements, questions and RFP’s (Request for Proposal) when necessary.
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Providing product training to new and existing members of the sales team as and when required in order that they can present and talk knowledgeably about solutions
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Assisting prospects trialing client solutions ensuring the product is installed and configured correctly and that the prospect can use it to meet their requirements (either onsite or remotely).
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Serving as a primary technical contact to trial users and respond in a professional and timely to their inquiries and support requests
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Building technical relationships with prospects and existing customers in order that they trust and seek advice if they have a question or an issue during the sales process
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Monitoring and managing any open support issues that prospects may have raised with our Support department to ensure they are dealt with promptly and in a manner that supports the sales process where possible.
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Ensuring that clients online chat system (TAWK) and its presence on various online forums is monitored and responses are provided quickly and professionally (this may involve "fielding" conversations to other departments/teams within client where appropriate).
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Representing client at exhibitions and other events (this may also involve planning and organizing the event: overseas travel and possibly weekends away if unavoidable).
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Assisting the Support department with customer training or technical support
The Right Fit
The ideal person for this role is one who is interested in problem-solving and successfully supporting customers. He/She can work independently and as part of a team, self-manages and communicates well with others, especially team members/customers who are less technical than others. He/She understands that it’s not about solving problems as fast as possible but rather taking the time to resolve them correctly.
- Ability to clearly communicate with customers, including adjusting terminology based on the technical level of the end user
- Can manage multiple projects at one time through organization and good notetaking
- Isn’t afraid to tackle new challenges or dig deeper to resolve issues
- Comfortable presenting products virtually or in-person to customers and prospects
- Calmly handles customers (no matter how calm they may or may not be) and their issues or concerns
- Familiarity with Microsoft Office Suite, Salesforce (or other CRM), and helpdesk/ticketing solutions for tracking
- Confident working at home or in an office setting
- 1+ years of technical experience preferred in a helpdesk or support position
What to Expect From Us
Our company culture places high value on our employees and providing a working environment centered around balance, creativity, and communication. We’ve switched to a hybrid remote working environment during these interesting times and know productivity comes from employees having a good work-life balance. Our team stays connected through virtual events, like a Yankee Swap during the winter, virtual Halloween Costume Competition and Trivia, and other activities.
- Vacation, PTO, Medical, and Dental benefits
- Multiple holidays off during the year (including Black Friday, Boxing Day, and others)
- Global team to learn from located in the US, UK, Germany, and Canada
- Commission pool—our sales team does well, so do you!
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We are proud to be an equal opportunity employer.
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