Product Support Specialist

Job Summary

A company is looking for a Product Support Specialist to join their Product Support team.

Key Responsibilities

• Serve as the initial point of contact for customer inquiries via Zendesk
• Troubleshoot and follow up on incoming technical issues to ensure customer satisfaction
• Monitor and manage support tickets, directing unresolved issues to appropriate personnel

Required Qualifications

• 2-4 years of experience in Product Support or Technical Customer Success in a SaaS environment
• Advanced proficiency in Excel functions, including formulas, Vlookups, and Pivot Tables
• Experience in troubleshooting complex technical problems in a fast-paced environment
• Understanding of the software development life cycle and familiarity with Agile methodologies
• Experience with Zendesk and Jira or similar support/project software is a plus