Product Support Specialist

Product Support Specialist

At Monument, we’re building a vertical software platform for the self-storage industry. This is a rare opportunity to reinvent a $30 billion market from the ground up.

As our Product Support Specialist, you will be accountable for:

• End-user product support
• Overseeing Monument’s knowledge base

You will be responsible for providing our clients with phenomenal product support via chatbot, email, or phone, and ensuring that all necessary systems and processes are in place to deliver optimal outcomes. This includes responding promptly and professionally to inbound inquiries, resolving issues quickly, and thoroughly documenting each interaction and outcome. You will also be expected to develop a deep understanding of all features within our software.

Monument’s knowledge base is a collection of interconnected online articles that explain all features of our software platform. This cohesive knowledge base will serve as a valuable resource for both customers and support personnel, enabling them to quickly find the answers they need. Your role here is to:

• Organize and link articles to create a seamless, user-friendly experience
• Identify and address gaps in content 
• Create new materials as needed to ensure each article is clear, comprehensive, and consistent in style and structure
  

Who You Are

• Proven experience in a customer support or call center environment is preferred
• Strong phone etiquette and excellent verbal communication skills are essential
• Ability to analyze problems effectively and provide clear solutions
• Technically minded
• Excellent communication skills
• Patient and love people
• You are curious and detail-oriented
• You set yourself apart with your thoroughness and attention to detail
• You are passionate about building something from scratch

Benefits

• Salary: $68,000 to $78,000
• Medical, Dental, and Vision
• 401k plan

Work Mode

• This is an in-office position. Monument’s office is located in Addison, TX.