Product Support Specialist

Summary

Join our team as a Product Support Specialist and become the voice of our customers! You will provide exceptional support and guidance to researchers and participants, troubleshooting issues and offering configuration assistance. This role involves developing product expertise, creating training materials, and improving processes based on customer feedback. You will manage inquiries through various channels, ensuring prompt issue resolution and contributing to a positive customer experience. Opportunities exist to build cross-functional skills and drive continuous process enhancements. This position requires strong communication and technical skills, along with experience in remote work environments.

Requirements

• Be experienced in remote and asynchronous work environments
• Have strong proficiency in reading and writing in English
• Possess average to slightly above average technical acumen/support background
• Be process-driven, with a passion for improving workflows and enhancing customer satisfaction
• Be metrics-oriented, with a focus on Key Performance Indicators (KPIs)
• Be familiar with ticketing systems (e.g., Intercom) and CRM tools (e.g., HubSpot)
• Be able to simplify technical concepts for non-technical audiences

Responsibilities

• Develop an in-depth understanding of the company’s products, use cases, and customer expectations
• Provide pre-sales and post-sales support, including troubleshooting and configuration guidance
• Act as a liaison between customers and internal teams, ensuring prompt issue resolution
• Empower users with knowledge through training and resource documentation
• Collect and analyse customer feedback to inform product enhancements
• Suggest and implement process improvements to elevate the customer experience
• Manage inquiries through chat and email with professionalism and efficiency
• Escalate complex issues when required and track ticket resolution to meet service metrics

Preferred Qualifications

Be flexible to work hours that accommodate US time zones on occasion (ie starting a couple hours earlier or finishing later) for the purposes of initial onboarding, to cover team leave or busy periods