Full-Time Product Support Specialist I

You’ll join our Field Services team, supporting field service professionals globally. We offer support for interior HVAC and exterior landscaping. We seek a dynamic individual to enhance our support team.

As a Product Support Specialist, you’ll handle customer inquiries (chat, phone, email), leveraging client knowledge to improve the Field Services customer experience. Team members are committed to unparalleled customer expertise.

Your responsibilities include:

• Answering routine software usage questions for customer business needs.
• Troubleshooting software and data issues (data/procedural vs. bugs).
• Providing training resource information.
• Improving technical documentation and self-service resources based on real-world interactions.
• Identifying and resolving common issues through self-service portals.
• Logging all customer interactions (email, phone, chat).
• Escalating system performance issues, data updates, and feature requests to Level III.
• Continuously improving product knowledge for optimal customer service and engagement.
• Communicating customer needs to Field Services for process improvement.
• Supporting colleagues and assisting with special projects.
• Adhering to company and team policies.
• Meeting team and individual goals.

Minimum Requirements:

• 2+ years technical/customer support experience, preferably in tech/SaaS.
• Proficiency with Microsoft Office.
• Experience with QuickBooks and Zendesk (preferred).
• Strong written and verbal communication skills.
• Analytical problem-solving skills.
• Empathy and positive attitude.
• Tech-savviness and eagerness to learn.
• Remote work experience.
• Excellent time management and organizational skills.

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