Relocity is hiring a
Product Support Specialist

Summary

Join Relocity as Product Support & Quality Assurance Specialist to maintain and enhance the quality of our software products and services. You will provide expert customer support for product inquiries, troubleshooting, and technical analysis through various communication channels. Work closely with the Engineering team to identify, document, and track software defects, devise and implement test strategies, and troubleshoot issues, ensuring high-quality standards.

Requirements

• Minimum of 2-4 years of experience in technical support or customer service, preferably in a SaaS environment
• Ability to provide remote technical support to customers across multiple time zones
• Exceptional verbal, written, and interpersonal communication skills
• Ability to handle customer inquiries with patience, empathy, and a customer-first mindset
• Strong ability to understand the user perspective, identifying potential issues and recommending solutions that improve user experience
• Experience managing customer relationships and providing support across multiple channels (email, chat, and video call)
• Proven ability to manage multiple priorities, support tickets, and testing projects simultaneously
• Excellent problem-solving and troubleshooting skills
• Ability to collaborate with cross-functional teams, such as engineering or product development, to resolve customer issues
• Experience identifying, documenting, and tracking software bugs, product enhancements, or usability improvements
• Experience troubleshooting web-based software, including browser settings, network issues, and API integrations
• Familiarity with common help desk platforms and support tools, such as Intercom, Jira, or Testmo
• Knowledge of SQL, HTML, CSS, or other scripting languages is a plus
• Familiarity with Agile frameworks and regression testing
• Strong ability to document and troubleshoot errors
• Attention to detail and an analytical mind with strong problem-solving aptitude
• Understanding of the software development lifecycle, software release, and deployment
• Flexibility with work schedules, including availability for occasional evening, weekend, or holiday shifts
• Bachelor's degree required; a major or minor in Computer Science, Information Technology, or a related field is preferred

Responsibilities

• Provide Product Support & Quality Assurance to maintain and enhance the quality of our software products and services
• Support the Relocity Platform by providing expert customer support for product inquiries, troubleshooting, and technical analysis through various communication channels
• Work closely with the Engineering team to identify, document, and track software defects, devise and implement test strategies, and troubleshoot issues, ensuring high-quality standards

Benefits

• Competitive Compensation
• Paid Time Off
• Paid Parental Leave
• Remote Workplace
• Flexible Work Schedules
• Health, Dental, Vision, LTD Insurance
• 401(k)
• Professional Development Opportunities