Product Support Specialist

As a Product Support Specialist, you will be the first point of contact for our customers, providing prompt and effective support to ensure they can successfully use the product. You will leverage your in-depth knowledge of the product to troubleshoot and guide customers, minimizing disruption to their operations. Additionally, you will document and escalate complex issues, collaborate with internal teams, and contribute to product improvement by sharing customer insights.

---

Responsibilities

• Manage day-to-day customer queries via email, Intercom, and Salesforce
• Analyse logs, diagnose, and resolve issues encountered by customers
• Deliver end-user training via webinars and face-to-face sessions
• Become a product expert
• Maintain and write online help articles
• Collaborate with internal teams to fine-tune and enhance processes
• Engage with customers to understand specific needs and devise appropriate solutions
• Track and maintain Support KPIs and SLAs
• Test the product to identify and report issues
• Perform testing on newly released features to ensure quality and stability

---

Experience

• 2+ years of experience in customer support or onboarding, preferably in a SaaS company
• Experience delivering end-user training
• Familiarity with Salesforce or other ticketing systems is a plus

---

Skills & Qualifications

• Ability to multi-task and manage multiple tasks/projects efficiently
• Excellent English verbal and written communication skills (mandatory)
• Familiarity with AI technology or enterprise solutions is a plus

---

Perks

• Global exposure: work with clients from diverse industries around the world
• Fully remote work
• Competitive pay paid in USD