Product Support Specialist

New

DISHERSupply chain software

RemoteFull-TimeMiddle

Salary80,000 - 85,000 USD per year

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Job Details

At least 2 years in a customer-facing support, customer success, or account support role, ideally for a B2B SaaS product.
Experience using CRM or ticketing platforms such as Freshdesk, HubSpot, or Salesforce.
Comfortable interpreting dashboards, reports, and operational data.
Experience supporting enterprise customers.
Excellent written and verbal communication skills.
Ability to explain technical concepts to non-technical users.
Strong instinct for troubleshooting and asking follow-up questions.
Ability to work independently and be self-directed in a fast-paced environment.
Bachelors degree in Business or related field.
Familiarity with service logistics, supply chain, or field service operations (preferred).
Basic SQL or data analysis skills (preferred).
Experience building or maintaining a knowledge base (preferred).
Prior experience supporting a data or analytics product (preferred).

Differentiate between, analyze, and troubleshoot user training issues, configuration problems, data quality issues, product defects, and enhancement requests.
Classify support issues by severity and business impact, escalating defects to Engineering or Product.
Reproduce reported issues in a test environment and document findings to accelerate investigations.
Keep customers informed throughout issue resolution with timely updates.
Create and refine the support knowledge base for user self-service.
Collaborate with Product to improve platform reliability based on user feedback.
Define and refine support processes, ticket taxonomy, and SLAs.
Track support trends, response quality, and resolution drivers to inform improvements.
Support onboarding for new enterprise accounts.

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