Product Support Specialist
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Job Summary
To support exceptional customer service for end users, the full-time remote Product Support Specialist will manage ILAO's Zendesk instance, triage support requests, and aggregate user feedback to inform product improvements.
Key responsibilities
- Serve as the first point of contact for end users, responding to support requests and monitoring feedback across various channels
- Administer and configure the Zendesk feedback system, including ticket workflows and automations, while producing regular reports on support metrics
- Develop and maintain internal documentation and knowledge base content, and provide training to staff on website and support tools
Required qualifications
- Bachelor's Degree or equivalent experience required
- Excellent interpersonal skills with a focus on empathy for digital audiences and community members
- Superior organizational skills and attention to detail, with the ability to work independently and collaboratively
- Proficiency in using the Internet and Google Apps for Office
- Enthusiasm for technology in legal services and alignment with ILAO's mission and goals
Complete Job Description
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