Product Support Specialist

Autotask • Albany, NY 12201

Posted 1 month ago

Job Description

Job Description

Job Summary: 
You will work in a customer support environment with an emphasis on responsiveness and high levels of customer satisfaction.  You will be providing support for the Autotask software suite over the phone and in electronic communications.  You will be responsible to answer system questions, and troubleshoot to resolve or properly escalate all incoming support incidents. You will be expected to deliver the highest level of service in the industry.

Essential Responsibilities:

  • Build ongoing relationships with customers
  • Respond to product issues
  • Troubleshoot to resolve or properly escalate support incidents
  • Staff the Help Desk per the defined schedule
  • Provide PSA education and consultation when required per the schedule
  • Perform ticket triage and first resolution
  • Call customers as needed as you manage their incident
  • Develop knowledge of Autotask and new core features
  • Maintain ownership of tickets until resolved or escalated for further research
  •  Maintain the ticket backlog in accordance to the ongoing communication service level agreement
  • Create articles for our customer facing knowledge base, when related information is not present
  • Review potential defects for accuracy and ticket quality for submission to Tier II

Work Values:

  • Positive outlook 
  • Professional demeanor
  • Sense of urgency
  • Empathy for customer and their needs 
  • Empathy for internal customers and their needs
  • Ethics/integrity internally and customer facing
  • Accountability
  • Take initiative


  • Work a pre-scheduled company holiday(s) when needed.
  • Candidates should have a demonstrated aptitude for learning new technologies and applying general and industry specific business knowledge in a fast paced, analytical and team-oriented environment.
  • One year or more of customer service experience
  • Experience managing and responding to multiple issues in the same time period.
  • Computer literacy skills: file system basics, operating system navigation, conceptual network connectivity, Internet and internet browser literacy.
  • Strong written and verbal communication skills, including the ability to appease frustrated or angry customers in a positive, sympathetic, and diplomatic way.
  • Ability to approach support issues from a training perspective when required.

Education Requirements:

  • Associates or Bachelors degree in Business Administration, Information Technology preferred, or equivalent experience

*Note:  This job description is not intended to be all-inclusive.  Employees may be required to perform other related duties as assigned to meet the ongoing needs of the organization.  

Company Description

Autotask is a best-selling cloud-based IT Business Management software. Expanding rapidly worldwide!
2014 Company of the Year - Albany Business Review
14 years running:Best Places to Work - Albany Business Review
6 years running: Top Places to Work -Times Union


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