Product Support Specialist
New
A
AmplemarketB2B SaaS
Location: Remote, EMEA, can comfortably work within EMEA time zonesFull-Time
Salary not disclosed
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Job Details
- Required Skills
- HubSpotZendeskTroubleshootingCRMCustomer support
Requirements
- Have hands-on experience in a customer-facing or support role, such as Customer Support Representative, Technical Support Specialist, or Customer Success Associate.
- Be comfortable using customer communication tools such as ticketing systems, CRM applications, or remote support tools.
- Be able to investigate and troubleshoot product or technical issues, own their resolution, and escalate when necessary.
- Take initiative, solve problems, and follow through until customers are satisfied.
- Write and communicate clearly, adapting tone to varied audiences.
- Be located in EMEA and able to work comfortably within EMEA time zones.
- Prior remote work with distributed teams is a nice-to-have.
- Familiarity or subject-matter expertise in sales enablement or B2B SaaS is a nice-to-have.
Responsibilities
- Respond to users through email, chat, and occasional video calls to resolve technical and product-related questions.
- Troubleshoot issues and guide customers through product workflows.
- Report recurring issues and share customer insights with Product, Engineering, and Customer Success teams.
- Help prioritize product improvements based on customer feedback.
- Build and optimize support processes, internal playbooks, and customer-facing documentation.
- Identify trends in customer queries and suggest proactive solutions to reduce incoming tickets.
- Learn the product and explain complex features in accessible language.
- Review release notes, test new features, and prepare communication or documentation updates.
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