Product Support Specialist
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Job Summary
Taking ownership of customer issues from intake to resolution, the full-time remote Product Support Specialist will manage cases in Salesforce, troubleshoot device issues, and coordinate with field technicians to ensure customer satisfaction in a fast-paced startup environment.
Key responsibilities:
- Own customer cases from intake to resolution in Salesforce, driving each case to closure
- Work through event review requests and device issues, reading device logs to understand customer needs
- Partner with internal teams to investigate, escalate, and resolve issues effectively
Required qualifications:
- 4+ years of experience in customer support, product support, or a client-facing role in technology, SaaS, or hardware
- Experience managing cases end to end via phone, email, or ticketing systems
- Proficiency with Salesforce Service Cloud, Zendesk, or similar ticketing systems
- Ability to explain technical issues to non-technical users with excellent written and verbal English
- Positive, customer-first attitude with the ability to thrive in a fast-paced environment
Complete Job Description
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