Product Support Specialist

The main responsibilities of a PRODUCT SUPPORT SPECIALIST include:

• Deliver exceptional support to customers and partners via email, chat, web, and phone channels, ensuring timely and accurate resolutions.
• Investigate, troubleshoot, and resolve product-related issues with a strong sense of urgency while maintaining a customer-first approach.
• Document customer interactions, troubleshooting steps, resolutions, and follow-up actions within the company's case management system.
• Contribute to and maintain internal and external knowledge base articles, FAQs, technical documentation, and community resources.
• Escalate and document product bugs, feature requests, and enhancement opportunities with thorough research and supporting details.
• Collaborate closely with Engineering, Product, Customer Success, Sales, and other cross-functional teams to resolve issues and improve the customer experience.
• Maintain a high level of customer satisfaction by effectively handling both basic and complex product inquiries.
• Participate in on-call rotations, including weekends and holidays, as required to support business and customer needs.
• Mentor and support the onboarding and development of new team members.
• Assist in the planning and execution of technical and operational projects that contribute to team and organizational goals.
• Develop and enhance customer-facing and internal training materials, process documentation, and support resources.
• Provide clear, professional, and proactive communication throughout the customer support lifecycle, including timely updates and follow-ups.
• Develop and maintain expert-level knowledge of the company's products, services, integrations, and industry best practices.
• Consistently meet or exceed established service level agreements (SLAs), quality standards, and productivity expectations.
• Identify opportunities to improve support processes, customer education, self-service resources, and team scalability.
• Support special initiatives, cross-functional projects, and other duties as assigned.

• 2–4 years of direct, verifiable customer support experience in a fast‑paced environment, preferably with an enterprise SaaS provider.
• Strong written, verbal, and organizational skills.
• Strong understanding of technological platforms and web infrastructure.
• Experience with enterprise social media networks.
• Basic to intermediate knowledge of APIs and SQL.
• Excellent problem‑solving, critical thinking, and analytical skills.
• Quick learner, able to learn new technologies independently as necessary.
• Ability to work effectively cross‑functionally with Product, Sales, and Customer Success.
• Excellent customer relationship skills, including customer‑facing experience, the ability to assess customer needs, and the ability to interact with all levels of management.
• Willingness to work off‑hours, including nights and weekends, as urgent customer needs dictate.
• Committed team player with the ability to function both independently and as part of a team.
• Must be personable, friendly, and able to work efficiently under time constraints.
• In this position, you will routinely act independently while researching and developing solutions to customer issues.
• Experience working with social media platforms and listings management software is a plus.
• Experience working with local landing pages and SEO is a plus.

On top of your salary, here are the exciting benefits you can look forward to:

• Health Insurance/HMO
• Enjoy unlimited MadMax Coffee
• Diverse learning & growth opportunities
• Accessible Cloud HR platform (Sprout)
• Above standard leaves