Product Support Representative
New
J
JobgetherTax and Accounting
Based in the United States, Monday–Friday operating hours from 10:30 AM to 7:00 PMFull-TimeMiddle
SalaryBase salary range of approximately $36,800–$68,300 USD
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Job Details
- Experience
- At least 1 year of experience in a customer-facing role is preferred
- Required Skills
- AzureMicrosoft OfficeSaaSZendeskTroubleshootingTechnical supportCustomer support
Requirements
- At least 1 year of experience in a customer-facing role, ideally within tax, accounting, finance, or SaaS.
- Proven experience in a technical support or customer support role, with the ability to troubleshoot software and hardware issues.
- High school diploma or equivalent required; an associate or bachelor’s degree in a relevant field is an advantage.
- Strong written and verbal communication skills for explaining technical information to various audiences.
- Experience supporting customers through email, telephone, and live chat.
- Strong organization and time-management skills to handle follow-ups and prioritize requests.
- Proficiency with Microsoft Office and customer-support technologies such as Azure and Zendesk.
- Demonstrated ability to learn independently and recognize areas for professional development.
- High reliability, attention to detail, and a strong commitment to customer empathy.
- Availability to work Monday–Friday, including varying shifts and occasional overtime.
Responsibilities
- Provide prompt, professional, and personalized technical support to customers through phone, email, and chat.
- Build strong working knowledge of the product suite and the tax and accounting industry to guide customers.
- Troubleshoot software and hardware problems using structured methodologies, resolving independently or escalating as needed.
- Accurately document customer interactions, feedback, and resolutions in relevant systems.
- Collaborate with product development and internal teams to communicate feedback and identify recurring issues.
- Maintain a customer satisfaction score of 90% or higher while meeting service and response-time expectations.
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