Product Support Specialist

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

📋 Description

• Act as the primary Tier 1 contact for user inquiries and support requests related to Hanover's digital products.

• Professionally represent Hanover and its digital offerings in all interactions with clients and internal stakeholders.

• Monitor, prioritize, and address support tickets efficiently.

• Diagnose and resolve issues related to login, access, user accounts, permissions, licenses, content, and product functionality.

• Provide clear guidance and solutions while following up to ensure issues are resolved.

• Escalate technical problems and potential product defects to the Product and Engineering teams with detailed documentation.

• Enhance and maintain FAQs, help documentation, support resources, and self-service materials.

• Assist users with onboarding, account setup, access, permissions, and account modifications.

• Manage user and account information across Salesforce, Strapi, and additional product platforms.

• Identify and rectify discrepancies in user or account data.

• Support product launches, enhancements, and operational updates.

• Track support trends and provide insights on recurring issues, usability challenges, and product enhancements.

• Assist in product testing, user acceptance testing, and validation of fixes and new features.

• Maintain operational processes and related documentation.

• Aid in product analytics and reporting.

• Engage in product launches and initiatives that require user support.

⛳️ Requirements

• A minimum of 2 years of experience in customer support, Tier 1 technical support, product support, SaaS administration, product operations, or a similar field.

• Strong problem-solving abilities and troubleshooting skills.

• Exceptional written and verbal communication skills.

• Excellent organizational skills and meticulous attention to detail.

• Ability to handle multiple support requests and priorities concurrently.

• Proficient in learning and working with various software platforms, including Customer Relationship Management Systems (CRMs) and Content Management Systems (CMS).

• Capable of independently investigating issues and determining appropriate next steps.

• Strong customer-service orientation with the ability to communicate effectively with both technical and non-technical audiences.

• Participate in product team meetings (on-camera) and collaborate in cross-team discussions regarding product matters or development as needed.

• Experience in supporting a SaaS product, client portal, or other web-based applications.

• Familiarity with Salesforce, Strapi, CRM systems, CMS platforms, or similar tools.

• Experience using ticketing/support platforms, preferably those with AI capabilities.

• Understanding of software development processes and effective communication with Engineering teams.

• Experience in product testing or user acceptance testing.

• Interest in product management, product operations, or digital product development.

🏝️ Benefits

• Starting with 18+ days of Paid Time Off.

• 14 observed holidays, including Juneteenth, Indigenous Peoples Day, and personal floating days.

• Employer matching programs for 401(K).

• Comprehensive health and dental benefits package.

• Health and wellness packages with discounts at local gyms.

• Opportunities for community service.

• Unlimited snacks and beverages available in the office.

• Retirement benefits.

• Wellness benefits.

• Medical coverage for employees or their dependents.