Product Support Specialist

The Product Support Specialist provides front-line technical support to TargetX clients using exceptional problem-solving, communication, and client relationship skills to deliver timely, high-quality assistance through cases, calls, and our online support community. The Product Support Specialist also works closely with internal teams to troubleshoot issues, identify product enhancements, and ensure a positive client experience from start to finish.

Responsibilities:

• Serve as the first point of contact for TargetX clients, providing timely, accurate, and friendly technical support through cases, calls, chats, and the online client community.
• Troubleshoot issues by analyzing reported problems, identifying root causes, and guiding clients through effective solutions.
• Escalate complex or product-related issues to Tier 2 or internal teams when necessary, ensuring thorough documentation and clear communication.
• Maintain a strong understanding of TargetX products, Salesforce functionality, and higher education workflows to better assist clients.
• Collaborate with internal teams to identify and communicate recurring issues, product gaps, or enhancement opportunities.
• Contribute to the improvement of client resources by identifying missing or unclear documentation and suggesting updates.
• Act as a trusted advisor by understanding client goals, building rapport, and setting realistic expectations for resolution.
• Manage multiple priorities and cases while meeting established service level agreements and maintaining client satisfaction.
• Participate in regular team meetings and training sessions to stay current on product changes, support best practices, and industry trends.
• Support a culture of continuous improvement by sharing feedback and contributing to process enhancements within the Support team.

Position Requirements:

• Bachelor’s degree or equivalent experience in a related field (technical support, customer success, or higher education).
• 3–5 years of experience in client support, preferably with a SaaS or Salesforce-based solution.
• Strong analytical reasoning, problem-solving, and multitasking skills.
• Excellent written and verbal communication skills, and the ability to present clearly via video conference technology.
• Demonstrated ability to resolve issues and maintain strong client relationships.
• Ability to demonstrate an owner’s attitude toward customer issues, taking initiative to see problems through to resolution.
• Ability to work both independently and collaboratively in a remote environment.
• Strong understanding of business software, including CRMs (preferably Salesforce) and Microsoft Office Suite.
• Strong organizational and time-management skills to prioritize tasks, meet service level agreements, and manage a large volume of work effectively.
• Proactive and energetic attitude with the desire to be a key contributor on a results-oriented team in a fast-paced, positive work environment.
• Eagerness to learn new technologies and continuously grow product and industry knowledge.
• Highest personal and professional values that align with the TargetX and Liaison mission, vision, and values. 
• Experience in or familiarity with higher education administration or admissions processes is a plus.
• Salesforce Administrator or related certification preferred (or willingness to obtain).
• Willingness to travel up to 10% for company events or client meetings.
• Must be able to work/cover West Coast hours (PST).