Product Support Specialist
Job Summary
Owning the full support experience for the SupplierConnect user base, the full-time remote Product Support Specialist will manage Tier 1 and Tier 2 support inquiries, ensuring users receive timely and informative responses while improving operational efficiency and support metrics.
Key responsibilities
- Own the full support queue end to end, from first response through Tier 1 and Tier 2
- Triage support inquiries by type and urgency, resolving directly or escalating as needed
- Configure and maintain Intercom's AI-driven automations and workflows to manage ticket volume effectively
Required qualifications
- 2+ years in customer or technical support, with experience handling both first-line and escalated issues
- Comfort with configuring and tuning AI-driven automations within a support platform
- Experience with support platforms like Intercom or Zendesk
- Ability to communicate technical issues clearly and friendly in writing
- Organized and detail-oriented, with a strong discipline for repetitive administrative tasks
Complete Job Description
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