Product Support Specialist

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

📋 Description

• Act as the primary contact through phone, chat, email, and a web-based support portal to deliver solutions.

• Investigate, troubleshoot, and resolve support issues within established response and resolution timelines. When necessary, identify workarounds and communicate them to customers.

• Provide solutions for issues identified through the self-service portal.

• Keep detailed records of all customer interactions via calls and emails.

• Prioritize and address issues according to service level agreements and their severity.

• Accountable for achieving monthly customer satisfaction targets.

⛳️ Requirements

• 6 months to 1 year of experience in a customer service setting.

• Highly reliable and professional demeanor.

• Excellent skills in problem-solving and active listening.

• Strongly motivated, self-driven individual with a positive outlook.

• Proficient/fluent in English with strong written and verbal communication abilities.

• Familiarity with case management systems such as Salesforce.com, Jira, or Zendesk.

• Experience with Windows Operating Systems and Microsoft Office suite.

🏝️ Benefits

• Health, Dental & Vision Insurance *

• 401 (k) with Employer Match *

• Flexible Paid Time Off (PTO) + 11 Paid Holidays + 4 Annual Paid Global Wellness Days Off

• Short-Term Disability (STD), Long-Term Disability (LTD) & Group Life Insurance

• Paid Parental Leave

• Pet Insurance

• Flexible Spending Account (FSA) & Health Savings Account (HSA) Options

• Employee Assistance Program

• Remote Work Opportunities

• Career Advancement & Professional Development Opportunities

• Employee Recognition Programs

• Access to LinkedIn Learning Platform