Product Support Specialist
New
USFull-TimeEntry
Salary20.55 - 22.83 USD per hour
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Job Details
- Experience
- 6 months to 2 years
- Required Skills
- TroubleshootingTechnical supportCustomer supportCustomer SuccessSaaS
Requirements
- 6 months to 2 years of experience in customer support, technical support, or subscription-based service environments.
- Strong communication skills, both written and verbal, with the ability to explain technical concepts clearly and effectively.
- Customer-focused mindset with strong listening skills and the ability to identify and resolve user pain points.
- Comfortable working in a fast-paced, high-volume environment with shifting priorities and multiple tools.
- Tech-savvy with the ability to navigate SaaS platforms and troubleshoot basic technical issues.
- Strong organizational and multitasking abilities with attention to detail and task management discipline.
- Team-oriented attitude with a proactive, solution-driven approach to customer service.
- Experience with virtual presentations or remote customer training is a plus.
Responsibilities
- Respond to inbound calls and messages from professionals, delivering timely and high-quality support for SaaS product, subscription, and account-related inquiries.
- Assist customers with software functionality questions, billing issues, upgrades, cancellations, renewals, and trial conversions.
- Support professionals in understanding and using marketing tools, advertising campaigns, and profile optimization features to increase engagement and value.
- Troubleshoot customer issues and escalate complex cases to specialized internal teams when needed, ensuring smooth resolution.
- Conduct virtual training sessions (e.g., Zoom) to help users better understand and adopt the platform’s features.
- Maintain key performance indicators such as case resolution time, CSAT, phone SLA, and productivity targets.
- Proactively identify opportunities to improve customer engagement, retention, and upsell potential through thoughtful guidance.
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