Product Support Specialist

Foundation Source · via Happy Techies

💰 $80,000 - $90,000/yr 🌎 Remote ⏰ Full Time ⌛ Posted 2 days ago

Own intake and triage of tickets in Salesforce, Zendesk, and/or Intercom
Replicate issues as the first troubleshooting step
Assign severity and priority according to the team's SLA matrix
Maintain accurate ticket status
Investigate issues through resolution or prepare well-researched escalations to Engineering, DevOps, or other technical teams
Provide timely and substantive first responses to internal and external customers
Keep customers informed throughout the ticket lifecycle
Meet team KPIs for Time to First Response and Time to Resolution
Build relationships with internal and external clients and understand the business impact of issues
Create and maintain multimedia help-center resources and the Product Support Team's knowledge base
Identify and contribute to team and tool improvements based on ticket data and experiences
Guide customers through product functionality, workflows, and best practices
Contribute to product-feature and self-service resources to reduce repeat tickets
Escalate technically complex issues to Technical Support Engineers with complete documentation

2+ years of experience in a customer support, help desk, or product support role, ideally supporting a SaaS product
Strong written and verbal communication skills
Experience with Zendesk, Salesforce, Jira, Intercom, and/or Confluence
Beginner-to-intermediate knowledge of BI Reporting platforms
Beginner-to-intermediate knowledge of databases and SQL queries
Experience managing ticket volume across multiple ticketing systems
Strong prioritization and organizational habits
Bachelor's degree in Computer Science, Data Analytics, Information Technology, or another related field is preferred
Dedicated, distraction-free workspace for remote work
Reliable high-speed internet connection
Ability to occasionally lift and/or move up to 15 pounds

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