Product Consultant -Icapture Support

Job Summary

Join the iCapture Support team as a Product Consultant, helping customers resolve product, configuration, and integration issues. You ll provide clear, timely support through chat, email, and phone, partner with internal teams on complex cases, and assist customers during critical events

Responsibilities

• Provide timely and high-quality support to customers through chat, email, and phone
• Troubleshoot complex iCapture product, configuration, and integration issues
• Investigate customer issues, identify root causes, and provide clear, actionable resolutions
• Manage support cases end-to-end while meeting defined response and resolution SLAs
• Partner with Tier 2, Product, Engineering, and other internal teams to resolve complex issues
• Communicate technical information clearly to customers with varying levels of product expertise
• Identify recurring issues and contribute to knowledge base articles, troubleshooting guides, and process improvements
• Monitor customer feedback and proactively identify opportunities to improve the support experience
• Support customers during critical events and provide timely assistance for high-priority issues
• Stay current on iCapture product capabilities, enhancements, integrations, and known issues
• Participate in product training, team initiatives, and continuous learning programs
• Contribute to automation and AI-driven initiatives that improve support efficiency and customer experience
• Understand basic API concepts and be able to review integration documentation for inputs/authentication and sync troubleshooting
• Be willing to serve as Tier 2 support, handling complex tickets and troubleshooting issues to identify and implement solutions before escalating them to the application support team.

Success in This Role

• Consistently meet or exceed support SLAs and productivity expectations
• Deliver a high-quality customer experience reflected through CSAT and customer feedback
• Demonstrate strong product expertise and effective troubleshooting
• Reduce repeat contacts through accurate and complete issue resolution
• Contribute to knowledge sharing, process improvements, and support efficiency
• Build strong partnerships with customers and internal stakeholders

Here's What You Need

• Hands-on experience supporting SaaS or enterprise technology products
• Strong troubleshooting and analytical skills with the ability to diagnose complex issues
• Ability to manage multiple priorities in a fast-paced support environment
• Strong ownership and accountability for customer issues
• Ability to collaborate effectively with cross-functional teams
• Comfortable working with technical concepts, integrations, APIs, and system configurations
• Strong written and verbal communication skills
• Ability to work independently while contributing effectively to a global support team
• Willingness to work flexible hours, including weekends or shifts based on business requirements
• Minimum 5-11 years of experience.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.