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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong customer service and support capabilities, with a focus on product training and customer satisfaction. Possesses the ability to communicate complex product features and regulatory content effectively to diverse audiences.
Highest-signal resume keywords
Customer Service ExperienceProduct Training DevelopmentVerbal Communication SkillsRegulatory KnowledgeZendesk Proficiency
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Product SupportSolutions ConsultingTraining DevelopmentTechnical TroubleshootingCustomer Experience Improvement
Soft Skills
Customer-Focused MindsetOrganizational SkillsAttention to DetailCollaboration SkillsAdaptability
Tools & Technologies
ZendeskSalesforceGongDigital Learning PlatformsCustomer-Support Technology
Industry Keywords
U.S. LegislationRegulationComplianceGovernment AffairsProduct Functionality
About the role
Key responsibilities & impact- Provide customer-focused support and product guidance for StateNet
- Partner with sales and retention teams to support customer needs, product adoption, and customer satisfaction
- Prepare and deliver product training using established materials and approaches
- Adapt training content as StateNet products and functionality evolve
- Respond to customer questions and troubleshoot product or technical issues
- Escalate complex matters when appropriate
- Help customers and internal partners understand StateNet legislative and regulatory content, product functionality, and processes
- Support development and maintenance of training materials, presentations, reference content, and learning resources
- Identify customer learning needs and knowledge gaps
- Provide appropriate training, guidance, or resources
- Use customer feedback, service data, and other information to identify customer-experience improvements
- Contribute to continuous improvement initiatives involving training, support processes, and product education
- Develop and maintain strong product and technical knowledge through ongoing learning, coaching, and collaboration
Requirements
What you’ll need- Experience in customer service, customer support, solutions consulting, product support, training, or a related customer-facing role
- Strong customer-focused mindset and ability to understand customer needs, answer questions, and provide clear and effective solutions
- Strong verbal communication and presentation skills
- Ability to explain product features and technical or subject-matter concepts to different audiences
- Ability to learn specialized products and translate product knowledge into practical guidance
- Strong organizational skills and attention to detail
- Ability to manage multiple customer needs and priorities
- Comfortable working with digital tools, learning platforms, presentations, and customer-support technology
- Ability to work collaboratively with sales, retention, product, and other internal teams in a remote environment
- Experience or familiarity with U.S. legislation, regulation, compliance, legal, government affairs, or related regulatory subject matter is highly desirable
- Experience with Zendesk or another customer-service/ticketing platform is beneficial
- Experience with Salesforce is a plus
- Familiarity with Gong is beneficial
- Comfort using AI-enabled tools is a plus; previous AI experience is not required
Benefits
Comp & perks- Healthy work/life balance
- Wellbeing initiatives
- Shared parental leave
- Study assistance
- Sabbaticals
- Comprehensive medical, dental, and vision benefits
- 401(k) with match
- Employee Share Purchase Plan
- Wellness platform with incentives
- Headspace app subscription
- Employee Assistance and Time-off Programs
- Short- and Long-Term Disability Insurance
- Life and Accidental Death Insurance
- Critical Illness Insurance
- Hospital Indemnity
- Family bonding and family care leaves
- Adoption and surrogacy benefits
- Health Savings, Health Care, Dependent Care, and Commuter Spending Accounts
- Annual Paid Time Off
- Up to two days of paid leave to participate in Employee Resource Groups
- Up to two days of paid leave to volunteer with a charity of choice