Product Support Specialist I

Product Support Specialist I

This role offers an exciting opportunity to join a dynamic, fast-paced environment providing exceptional support to industry professionals using a leading SaaS platform. As a Product Support Specialist I, you will serve as the first point of contact for clients, assisting with software functionality, subscriptions, and marketing-related inquiries. You'll help customers maximize their platform usage, provide guidance on campaigns, and deliver an outstanding client experience. This position emphasizes relationship-building, problem-solving, and technical aptitude, with the chance to contribute to customer retention, engagement, and satisfaction. You'll work collaboratively with cross-functional teams and gain exposure to business operations while building your career in a supportive, growth-oriented environment.

Accountabilities:

• Respond promptly to inbound messages and calls from clients, delivering high-quality, professional support.
• Assist customers with software functionality, subscription questions, and managing ad campaigns or profiles.
• Serve as the first line of defense for membership inquiries, cancellations, upgrades, and renewals.
• Provide guidance and training to customers via virtual meetings to enhance software engagement.
• Escalate complex cases to appropriate internal teams, ensuring timely resolution.
• Maintain key performance metrics, including case resolution, customer satisfaction, and engagement levels.
• Contribute to a positive team environment, embodying company culture and supporting continuous improvement initiatives.

Requirements:

• 6 months to 2 years of technical or subscription-based support experience.
• Strong customer service orientation with a focus on retention and software adoption.
• Excellent written and verbal communication skills.
• Strong listening and problem-solving abilities to identify and resolve client concerns.
• Tech-savvy, comfortable using virtual platforms and troubleshooting technical issues.
• Highly organized, able to manage high volumes of requests efficiently.
• Team-oriented mindset with attention to detail and a proactive approach.

Benefits:

• Competitive hourly pay: $22.83/hr for CA, WA, OR; $20.55/hr for other locations, plus variable target bonus.
• Paid Time Off (PTO) and parental leave programs.
• Medical, dental, and vision insurance coverage.
• Home internet stipend.
• 401(k) retirement savings plan and Flexible Spending Accounts (FSA).
• Professional development reimbursement opportunities.
• Employee Assistance Program (EAP) and wellness programs.
• Inclusive and supportive work environment that values diversity and growth.