Product Support Specialist
New
BrazilFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 1–2 years
- Required Skills
- HTMLCSSJavascriptJiraRESTful APIsTroubleshootingTechnical supportSaaSSlack
Requirements
- 1–2 years of experience in technical support, customer support, or a troubleshooting-focused environment within a SaaS or digital product context
- Solid understanding of web fundamentals including HTML, CSS, JavaScript basics, and APIs
- Familiarity with support and productivity tools such as Intercom, Jira, Slack, or similar platforms
- Strong problem-solving skills with the ability to diagnose issues, research solutions, and act independently when needed
- Excellent communication skills with the ability to explain technical concepts clearly and empathetically
- Strong customer-first mindset with a focus on delivering positive user experiences
- Ability to adapt in a fast-changing environment with evolving tools, workflows, and priorities
- Experience working with KPIs or performance metrics in a support or operations environment is a plus
Responsibilities
- Provide end-to-end technical and product support to customers across multiple channels, ensuring timely resolution of issues and a high-quality customer experience
- Manage customer inquiries through support tools and direct communications, including chat, email, and occasional video calls
- Own issues from initial contact through resolution or escalation, ensuring clear communication and follow-up throughout the process
- Troubleshoot product and technical problems using knowledge of web technologies, APIs, and platform functionality
- Collaborate with product and engineering teams to report bugs, surface user feedback, and suggest improvements
- Identify gaps in documentation and contribute to improving help center content and internal knowledge bases
- Track support performance metrics and maintain a strong focus on response time, resolution quality, and customer satisfaction
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