Product Support Specialist

Job Summary

As a full-time remote Product Support Specialist, the successful candidate will manage ticket intake and triage, troubleshoot product issues, and guide customers through functionalities while collaborating with technical teams for complex resolutions.

Key Responsibilities:

• Take ownership of ticket intake, replicate issues, and assign severity and priority based on defined SLAs
• Communicate effectively with customers, providing timely updates and building strong relationships to understand the impact of issues
• Contribute to the creation and maintenance of help center resources and the Product Support Team's knowledge base

Required Qualifications:

• 2+ years of experience in customer support, help desk, or product support, preferably in a SaaS environment
• Experience with ticketing systems such as Zendesk, Salesforce, Jira, Intercom, and/or Confluence
• Beginner-to-intermediate knowledge of BI Reporting platforms and databases, including SQL queries
• A curious, learning-minded approach to mastering new tools and skills
• Strong organizational habits and ability to manage day-to-day ticket volume effectively