Product Support Specialist
A Product Support Specialist is required to join a remote team.
This specialist will be the initial point of contact for customers with technical issues.
The focus on customer satisfaction and proactive problem-solving will be key for success in this role.
Responsibilities include managing customer queries through ticketing systems and phone calls, striving to resolve issues at first contact. When escalation is necessary, coordination with internal teams will ensure timely resolution.
Key Responsibilities Respond promptly to customer issues during assigned shifts.
Provide Tier 1 product support and technical troubleshooting.
Manage incoming calls, tickets, and system alerts, and monitor ticket queues for timely handling.
Assist customers via phone and ticket systems with a focus on resolution and support quality.
Collaborate with internal teams to escalate and resolve complex problems.
Identify trends and potential larger issues in real-time and communicate them effectively.
Maintain regular updates to support management regarding ongoing or trending concerns.
Suggest improvements to processes or customer experiences where applicable.
Gather and present technical information to answer customer inquiries.
Requirements Experience in a technical support/help desk role, with proven troubleshooting and triaging skills.
Relevant degree, certification, or equivalent practical experience.
A minimum of 2 years in a customer service/support environment.
Excellent communication skills, including the ability to remain calm, empathetic, and solution-focused during customer interactions.
Strong analytical, organizational, and teamwork abilities.
Adaptability to shifting priorities and decision-making under time constraints.
Familiarity with Active Directory and operating systems (Windows and Mac).