Product Support Specialist

About the role:

The Product Support Specialist helps Mosaic team members maximize the use of Mosaic’s proprietary construction management software, designed to automate general contracting. This role involves becoming an expert in the system and ensuring team members fully leverage its capabilities. Ideal candidates are adept at mastering tools, excel in communication, and are eager to work in a product-focused role at a technology company.

Success in this role evolves into a role in product management, engineering, data science or IT depending on your desired path and capabilities.

Key Responsibilities:

1. User Support
2. 1. Respond to user inquiries with professionalism, empathy, and timely solutions.
   2. Troubleshoot product issues and provide clear, step-by-step guidance.
   3. Work with cross-functional teams to resolve complex problems and escalate issues when necessary.
3. Data Entry & Transformation
4. 1. Execute large-scale data manipulations using the user interface, scripts, or spreadsheets as needed.
   2. Ensure system-wide data accuracy through direct observation and meticulous editing of various data types.
   3. Identify and address inconsistencies or errors to maintain data integrity across all systems.
5. Product Knowledge
6. 1. Stay updated on product features, functionalities, and updates.
   2. Clearly communicate product benefits and limitations to users.
   3. Share user feedback with product teams to address common issues or concerns.
7. Documentation & Reporting
8. 1. Document user interactions, issue resolutions, and product feedback.
   2. Update support resources, such as FAQs and knowledge base articles.
   3. Report recurring issues or bugs to engineering teams.

Day-To-Day:

• Working with bulk data, enforcing data standards, and doing bulk file processing.
• Assist the Purchasing Team with full-lifecycle contract management of subcontracts in our system.
• Support the Finance Team during time-sensitive monthly payment cycles by resolving data issues and ensuring timely findings.
• Conduct unstructured data analysis in and outside of the system to assist project teams.
• Fulfill cost change requests for field teams.
• Work with a wide variety of team members every day to triage issues and provide ad hoc training and support
• Being physically located in the office a few days a week

Preferred Qualifications:

• Education: Bachelor’s degree in a related field: Computer Science, Management Information Systems, Construction Management, Data Science
• Experience: Previous data or product customer service or technical support experience is a plus, but not required. Fresh graduates are encouraged to apply.
• Technical Skills: Basic understanding of computer systems, software, and web technologies. Willingness to learn about the company’s product offerings.
• Communication Skills: Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Problem-Solving: Ability to troubleshoot and solve user issues effectively and efficiently.
• Attention to Detail: Strong organizational skills and the ability to document and track issues.
• Team Player: Willingness to collaborate with colleagues in a fast-paced environment.

Company Benefits: Mosaic offers a competitive salary, 401(K), medical dental, vision, and life insurance, time off and a generous number of company holidays.

Company Work-Environment Philosophy: Mosaic is a flex-first work environment, meaning some of the roles are worked primarily on a remote basis with some visibility to the corporate offices while others are worked physically in the corporate office or other such assigned in-person physical hub with some flexibility for occasional remote.  These schedules are pre-designed and physical workspaces pre-determined based specifically on the position and visibility needs.   

EEO Statement:

The equal employment opportunity policy of this employer provides for a fair and equal employment opportunity for all associates and job applicants regardless of race, color, religious creed, national origin, ancestry, age, gender, pregnancy, sexual orientation, gender identity, age, marital status, familial status, disability, or genetic information, in compliance with applicable federal, state and local law. This employer hires and promotes individuals solely on the basis of their qualifications for the job to be filled.