Product Support Specialist – Part-time

📋 Description

• Deliver Tier 2 support functions as detailed in the Product Support workflow.

• Cultivate and sustain expert-level knowledge of the proprietary digital platform.

• Diagnose and address moderately complex user issues utilizing guided support techniques.

• Manage, validate, and enhance tickets submitted by Super-Users and Tier 1 Help Desk volunteers.

• Recognize recurring issue trends and escalate as necessary.

• Provide insights to Tier 3 for more intricate or systemic concerns.

• Communicate effectively with Tier 4 Engineering & Development teams when required.

• Supervise and support multilingual Tier 1 Help Desk volunteers.

• Act as the primary escalation point for unresolved Tier 1 issues.

• Guide and assist volunteers with issue diagnosis and appropriate escalation.

• Ensure that volunteers are trained, equipped, and resourced to efficiently perform Tier 1 responsibilities.

• Contribute to the seamless operation of the Product Support workflow across Tiers 1–4.

• Collaborate effectively with Product, Engineering, QA, and Technical Solutions teams.

• Ensure clear documentation, handoffs, and communication among all support tiers.

• Guide users through workflows using screen-sharing and detailed step-by-step support.

• Provide users with comprehensive explanations and links to advanced documentation.

⛳️ Requirements

• 2-3 years of experience in help desk, technical support, or product support roles.

• Proficiency in using product support or ticketing systems (e.g., ClickUp, Zendesk, ServiceNow, Freshdesk).

• Familiarity with knowledge base and self-help documentation tools.

• Strong troubleshooting abilities for moderately complex technical issues.

• Capability to comprehend technical concepts and articulate them in clear, user-friendly language.

• Familiarity with common operating systems, software applications, and basic networking principles.

• Willingness and ability to develop expert-level knowledge of proprietary software platforms.

• Experience utilizing screen-sharing tools for remote user support.

• Exceptional written communication skills for bug reports, knowledge base articles, and user guides.

• Strong verbal communication skills for guided support and cross-functional collaboration.

• Ability to work both independently and collaboratively within a team.

• Strong analytical and problem-solving skills to identify recurring issues and opportunities for improvement.

• A calm and empathetic approach to supporting users with diverse levels of technical proficiency.

🏝️ Benefits

• 25 hours per week