Product Support Specialist
New
E
Element451Higher Education SaaS
Remote, United StatesFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 3+ years
- Required Skills
- Written communicationCRMCustomer support
Requirements
- 3+ years of experience in SaaS product support, technical support, or a similar customer-facing support role.
- Experience managing a high volume of support tickets in a queue-based environment.
- Strong troubleshooting skills: investigate, document, and resolve novel issues while identifying root cause.
- Excellent written communication skills; ability to break complex technical subjects into clear, simple explanations.
- Strong judgment around prioritization, escalation, urgency, and customer impact.
- Experience using ticketing systems, knowledge-base tools, CRM systems, or support platforms.
- High emotional intelligence and ability to convey empathy in support interactions.
- Ability to create and maintain clear documentation, support notes, and reusable knowledge content.
- Comfortable working remotely with strong self-management, accountability, and follow-through.
- Curious, resourceful, and willing to ramp on new products, systems, workflows, and tools.
- Positive, collaborative approach with a strong desire to help customers and teammates succeed.
Responsibilities
- Manage multiple concurrent customer issues while balancing speed, accuracy, and empathy, primarily through in-app live chat.
- Work within SLA, severity, escalation, and customer-impact guidelines.
- Investigate the deep end of the product: reproduce problems, examine data, imports/exports, workflows, and application configurations, and isolate root cause before responding.
- Provide clear reproduction steps, business impact, screenshots, logs, and supporting detail when escalating verified bugs to Engineering.
- Recognize recurring ticket patterns and translate them into knowledge-base improvements, reusable responses, product feedback, or ticket-deflection opportunities.
- Communicate with customers during urgent, ambiguous, or high-friction situations while remaining calm, professional, and solution-oriented.
- Demonstrate sound judgment when handling customer data, screenshots, logs, account information, and confidential details.
- Stay current on product releases, known issues, customer workflows, and support best practices across both platforms.
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