Support - Product Support Specialist

Aline is the bridge between senior care and technology, built to strengthen connection where it matters most. Our all-in-one platform brings together sales, marketing, operations, and engagement tools, empowering senior living communities to work smarter, communicate clearly, and deliver care with heart. Rooted in industry expertise and born from the merger of leading solutions, Aline serves as a unifying force across the senior care space. We help communities across the country streamline processes, enhance resident and family engagement, and stay aligned through every stage of care. That’s why everything we build is designed to support stronger collaboration, seamless workflows, and more meaningful experiences for residents, families, and care teams alike.

The Product Support Specialist contributes to the success of ALINE by ensuring that ALINE software users are provided with timely support and solutions and reinforcing the company's commitment to an empathy-based customer experience. This role is responsible for resolving complex, specialized, and escalated issues to support a specific functional area or product vertical.

Responsibilities

• Further classifies, understands, documents, and resolves customer support inquiries.
• Provides support, education, and coordination for internal and external users.
• Uses the following communication standards and techniques to engage with customers:

◦ Connect: Be lively, be engaging, be human. Something as simple as a friendly introduction can dramatically soften the tone and emotion of their response. Help them feel we practice the “empathy” that we preach in prospect-centered sales.

◦ Untangle: Seek to clarify and understand the details of their issue rather than offering quick, generic solutions. Help them feel they are “being heard”.

◦ Resolve: Provide timely, specific solutions. Seek to resolve the core issue at hand, rather than symptoms of the issue, which will likely continue to occur. Help them feel they are valued as a customer.

• Maintains responsibility for customer support tickets until they are resolved.
• Configures and troubleshoots software solutions according to customer specifications, operating processes/procedures, industry best practices, and project timelines.
• Provides recommendations to customers and internal R&D teams to prevent the recurrence of common issues and decrease implementation/support efforts.
• Escalates support issues to development teams as needed.
• Enters and updates support activities, tickets, and knowledgebase articles in ALINE support portals and communication platforms.
• Maintains a working knowledge of relevant functional area best practices and procedures.
• Participates in customer experience/onboarding projects by formatting/preparing/entering data, creating reports, and completing configuration and software/hardware installations.
• Provides phone and email support on weekends and after hours as needed/as scheduled.
• Obtain a high level of understanding in one or more ALINE product verticals.
• Meets or exceed performance metrics such as ticket resolution time and customer satisfaction.
• Maintains a positive and professional demeanor in all customer interactions, representing the company's values and culture effectively.

Skills and Eligibility Requirements

• Associates or bachelor’s degree, or proven experience in customer support/service or technical support/software analysis required; 1 (one) to 2 (two) years.
• Proficiency in troubleshooting complex software issues.
• Familiarity with relational databases and SQL fundamentals.
• Strong time management skills.
• Tenacity in pursuing problem solving and thinking critically.
• Adaptability, willingness to learn, and self-motivated.
• Proficiency in MS Office products, especially Outlook, PowerPoint, Word and Excel.
• Empathy, calming presence, and the ability to "read" customers.
• Conflict Resolution: Ability to de-escalate and find solutions diplomatically.

Originally posted on Himalayas