Product Support Specialist

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  • Location: Naperville, IL
  • Type: Direct Hire
  • Job #16226

The client provides a suite of SaaS based software solutions to serve the Student Transportation industry in North America.  These help school bus operators better manage their end-to-end transportation operations to achieve superior performance efficiencies and to improve overall safety and regulatory compliance.

We are looking for a hands-on, detail-oriented, customer friendly Product Support Specialist to work out of our office in Naperville, IL.


  1. Gain functional expertise in the client's suite of products.
  2. Address product related questions and issues raised by end-users, ranging from simple ‘how-to’ questions to complex issues involving detailed functional analysis with back-and-forth interactions with end-users.
  3. Work with other team members on issues that require collaborative discussions and coordinate the timely resolution of such issues.
  4. Own and track the progress of end-user questions and issues through client's ticketing system (Freshdesk) from entry to closure.
  5. Create and maintain knowledge articles, self-help documentation, FAQs, etc. to create a knowledge repository for end-users as well as internal team members.


  1. Four plus years’ experience with functional aspects of web-based business applications.  This can be in the role of a Business Analyst, Developer or Application Support Analyst.  Working knowledge of mobile and/or tablet applications that would be a plus.
  2. Strong customer focus and excellent communications skills, both written and spoken.
  3. Experience developing end-user documentation and training material. Ability to create video clips to demonstrate application functionality would be a plus.
  4. Familiarity with common application support processes; working knowledge of any incident management / ticketing system (like Freshdesk) preferred.
  5. Basic understanding of web technologies and relational database concepts.
  6. Good working knowledge of Excel.
  7. Strong team player with demonstrated ability to collaborate effectively with everyone in the team.
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