Product Support Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of the intake and triage of tickets in Salesforce, Zendesk, and/or Intercom.

• Replicate issues as an initial troubleshooting measure.

• Assign severity and priority levels in accordance with the team's SLA matrix.

• Ensure ticket status is maintained accurately.

• Investigate issues until resolution or prepare thoroughly researched escalations to Engineering, DevOps, or other technical teams.

• Deliver prompt and substantial initial responses to both internal and external customers.

• Keep customers updated throughout the ticket lifecycle.

• Achieve team KPIs for Time to First Response and Time to Resolution.

• Foster relationships with internal and external clients while understanding the business impact of issues.

• Develop and maintain multimedia help-center resources along with the Product Support Team's knowledge base.

• Identify and contribute to enhancements in team processes and tools based on ticket data and experiences.

• Guide customers in navigating product functionality, workflows, and best practices.

• Assist in creating product-feature and self-service resources to minimize repeat tickets.

• Escalate technically complex issues to Technical Support Engineers with comprehensive documentation.

⛳️ Requirements

• A minimum of 2 years of experience in a customer support, help desk, or product support role, preferably in a SaaS environment.

• Excellent written and verbal communication skills.

• Familiarity with Zendesk, Salesforce, Jira, Intercom, and/or Confluence.

• Basic to intermediate knowledge of BI Reporting platforms.

• Basic to intermediate understanding of databases and SQL queries.

• Proven experience in managing ticket volume across various ticketing systems.

• Strong skills in prioritization and organization.

• A Bachelor's degree in Computer Science, Data Analytics, Information Technology, or a related field is preferred.

• A dedicated, distraction-free workspace for remote work is essential.

• Access to a reliable high-speed internet connection.

• Ability to occasionally lift and/or move up to 15 pounds.

🏝️ Benefits

• Fully remote work arrangement.

• Requirement for a dedicated workspace/home office for remote work.

• Reliable high-speed internet for work-related technology.

• Reasonable accommodations for individuals with disabilities.

• Equal employment opportunity.