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DICE INC Product Support Specialist in Urbandale, Iowa

Why this role?AsiProduct Support Specialistiyou'll provide best-in-class Tier 1 product/website support to employers, technology professionals, and other departments within DHI Group.In this role, you'll be responsible for:Serving as front line support by providing exceptional Tier 1 support to internal and external customers via multiple communication channels including phone calls, online chats, Salesforce tickets, and emails in a fast-paced contact centerCommunicating clearly and effectively with clients, colleagues, and management to quickly resolve technical issues and ensure customer satisfactionMaintaining detailed records of interactions with clients, reported issues, and completed solutionsEducating clients on product best practices for optimal understanding and ease of useEngaging in real-time troubleshooting with customers to resolve technical issuesNavigating through multiple computer applications with speed and accuracyUtilizing multiple resources and tools simultaneously to find best solutionsCollecting and recording product feedback to share with the Product Management teamParticipating in user acceptance testing for product releasesPartnering with internal teams to meet and exceed customer expectationsFor this role, we're requiring:Knowledge, Skills, AbilitiesExcellent problem-solving skills and high attention to detailAbility to develop knowledge of phone queue, email, and online chat systemsEffectively manage multiple computer applications simultaneouslyTroubleshooting expertise for common browsers and apps/mobile devicesProven ability to think creatively and work independentlyAbility to accept and implement coaching and feedback in order to achieve individual and team performance goalsExcellent communication skills (written and oral, including spelling, grammar, and punctuation)Typing speed of minimum 45 WPM preferredStrong organizational and time management skillsPositive attitude with the ability to adapt to constant changeEducation, ExperienceHigh School diploma or equivalent or equivalent years of experienceA minimum of six months in a Customer, Sales, or Product/Technical Support or equivalent rolePrevious inbound/outbound phone and/or online chat experience preferredExperience with MS Office Suite, CRM system(s), multiple browsers, and internet navigation

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