Product Support Specialist

Job Summary

To enhance customer satisfaction, the full-time remote Product Support Specialist will provide timely support and solutions for software users, manage customer support inquiries, and troubleshoot complex software issues across multiple states.

Key responsibilities

• Classify, document, and resolve customer support inquiries while maintaining ownership of support tickets until resolution
• Provide education and coordination for internal and external users, ensuring empathetic and effective communication
• Participate in customer experience projects, including data entry, report creation, and software installations

Required qualifications

• Associates or bachelor's degree, or equivalent experience in customer support/service or technical support/software analysis
• 1 to 2 years of experience in troubleshooting complex software issues
• Familiarity with relational databases and SQL fundamentals
• Proficiency in MS Office products, especially Outlook, PowerPoint, Word, and Excel
• Strong conflict resolution skills and the ability to de-escalate customer issues diplomatically