Happy Money is looking for a Senior Product Support Specialist to act as the front line of support for providers and patients using the Force platform. In this role, you will provide technical support, troubleshoot issues, and partner closely with our client success teams to deliver training and enterprise account support.
What You'll Do
- Provide timely and effective product support to customer queries via email, phone, and chat.
- Partner with client success managers to lead platform overview training sessions and provider training for new product functionality for enterprise clients.
- Troubleshoot and resolve product-related issues reported by customers.
- Diagnose and troubleshoot technical issues related to Force, including software functionality, connectivity, and user interface.
- Collaborate with cross-functional teams (product management, engineering, QA) to identify and resolve product defects or enhancements.
- Document and escalate complex technical issues to appropriate internal teams.
- Work closely with customer success managers to provide ongoing support for enterprise accounts.
- Support client meetings such as implementation calls, monthly client meetings, and Executive Business Reviews for enterprise accounts.
- Work with customer support managers to track provider usage of the platform and deliver monthly metrics related to support needs.
What We're Looking For
- 2-4 years experience in troubleshooting skills and ability to systematically analyze and resolve technical issues.
- Exceptional interpersonal and communication skills, with the ability to effectively communicate technical concepts to non-technical users.
- Enjoy following through on new processes and workflows to tackle challenges in a fast-paced and ever-changing environment.
- Experience running, analyzing, and explaining standard client reports related to platform and support tool usage.
Nice to Have
- Previous customer-facing experience in SaaS.
- Experience with ticketing systems (Intercom preferred), CRM platforms, and other support tools.
Team & Environment
Part of the Client Success & Strategy team. The Support Team sits under the wider umbrella of CS&S.
Benefits & Compensation
- Medical, Dental, and Vision Insurance
- 401k Retirement Planning with company match
- Pre-tax Commuter Benefits
- Generous PTO including vacation time, unlimited safe and sick time, volunteer time off, and extra holidays
- Summer Fridays
- Remote-Friendly Workplace
Work Mode
This role is remote-friendly.
Happy Money values diversity and is committed to creating an inclusive environment for all team members. We base all employment decisions on merit, qualifications, and business needs, without regard to protected statuses.
