Product Support Specialist

Position Overview:

The Product Support Specialist serves as a point of contact for Researchers and Participants, offering exceptional support and guidance. This role includes acting as the voice of the customer, collecting feedback to inform product improvements, and contributing to the overall customer experience. It also presents opportunities to build cross-functional skills and drive continuous process enhancements.

Key Responsibilities:

Product Expertise - Develop an in-depth understanding of the company’s products, use cases, and customer expectations.

Customer and Technical Support - 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.

Training and Documentation - Empower users with knowledge through training and resource documentation.

Process Improvement - Collect and analyse customer feedback to inform product enhancements. Suggest and implement process improvements to elevate the customer experience.

Customer Communication - Manage inquiries through chat and email with professionalism and efficiency. Escalate complex issues when required and track ticket resolution to meet service metrics.

Skills required:

- Experienced in remote and asynchronous work environments.

- Strong proficiency in reading and writing in English.

- Average to slightly above average technical acumen/support background.

- Process-driven, with a passion for improving workflows and enhancing customer satisfaction.

- Metrics-oriented, with a focus on Key Performance Indicators (KPIs).

- Familiar with ticketing systems (e.g., Intercom) and CRM tools (e.g., HubSpot).

- Able to simplify technical concepts for non-technical audiences.

- Preferable: 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.