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PRODUCT SUPPORT SPECIALIST
POSITION SUMMARY
We are seeking a Product Support Specialist to join our team. In this role, you’ll be the frontline expert for our proprietary application, Command Center. You’ll provide technical support, drive performance analytics, and ensure smooth implementation and training. You’ll collaborate cross-functionally to deliver exceptional customer experiences, improve platform performance, and help clients unlock the full value of our services.
RESPONSIBILITIES
- Serve as the organizational subject matter expert for Command Center functionality, partnering with Product Development, DevOps, and Operations to recommend enhancement priorities, provide input on functional requirements, and guide solutions to ensure alignment with long-term business objectives
- Respond to client and internal inquiries via ticketing system, phone, and email with professionalism, clarity, and urgency
- Investigate and document recurring issues, escalating complex or systemic problems
- Lead the analysis of Command Center performance metrics and usage data to define operational benchmarks, establish optimization strategies, and drive changes that improve efficiency and system performance across the organization.
- Support performance management by maintaining ticket resolution service level agreements and contributing to service quality improvements
- Assist with onboarding and implementation of Command Center for new clients, including initial setup, customization, and deployment
- Provide training for internal teams on Command Center features, updates, and best practices
- Contribute subject matter expertise and technical insights to support the development and enhancement of documentation, including knowledge base articles, training guides, and troubleshooting workflows
SKILLS & REQUIREMENTS
- Demonstrated ability to be the subject matter expert in supporting, maintaining, and administering complex applications.
- Experience managing the performance and user experience of software applications.
- Focus on details and exceptional customer experience is a must.
- Ability to multi-task and adjust priorities based on workload with excellent coordination and time management skills.
- Strong interpersonal skills with co-workers and customers required.
- Experience and knowledge of business processes for procurement, implementation, and support.
- Proficiency with MS Project, PowerPoint, Word, and SharePoint.
EDUCATION & EXPERIENCE
- Bachelor's degree in Business, Information Technology, Computer Science or related field or equivalent experience
- Minimum of 3 years of experience working in the telecommunications, networking or cloud services industries
- IT expense management processes and systems experience required
- Minimum 3 years of experience directly supporting end-user customers
- Experienced being a subject matter expert for code, mission critical applications
- Experienced at measuring and understanding end-user application experiences
- Must be able to multi-task while prioritizing and time managing demands effectively
- Detail oriented
- Service oriented mind-set
- Proficient with MS-Office suite of application
- Jira experience a bonus
PHYSICAL REQUIREMENTS
- Prolonged periods of sitting at a desk and working on a computer.
Advantage provides salary commensurate with experience and achievement. The compensation range for this role is $65,000-75,000 per year.
Email careers@advantagecg.com to apply.
OUR MISSION AND VISION
ACG provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.