Position Summary
The Product Support Specialist is a senior-level member of the Customer Service & Experience team responsible for handling escalated customer issues, advanced troubleshooting, and complex support cases while delivering an exceptional customer experience.
This role serves as a trusted resource for both customers and team members by modeling professionalism, accountability, and customer-first service. The ideal candidate is detail-oriented, adaptable, solutions-focused, and able to manage multiple priorities in a fast-paced environment.
Schedule
- Off: Monday and Tuesday
- In-office: Wednesday through Friday
- Remote: Saturday and Sunday
- Shift: 7:00 AM – 3:30 PM
- First four weeks: Monday–Friday onsite for training and onboarding
- Schedule may be adjusted based on business needs
Key Responsibilities
- Provide prompt, professional, and empathetic support via phone, email, chat, and occasional in-person interactions.
- Manage escalated or high-impact customer cases from start to resolution.
- Troubleshoot technical and customer service issues while identifying root causes and effective solutions.
- Collaborate with cross-functional teams including Technical Support, Manufacturing, Logistics, Engineering, and Operations.
- Maintain strong product knowledge, including installation processes and troubleshooting procedures.
- Create and maintain support documentation, FAQs, troubleshooting guides, and knowledge base articles.
- Document customer feedback, identify trends, and recommend process improvements.
- Meet or exceed performance metrics including CSAT, response times, resolution times, and quality standards.
- Provide guidance and informal support to newer team members as needed.
- Manage multiple tickets and priorities while maintaining high-quality customer service.
Qualifications
- 2–4+ years of customer support, customer success, or related experience, preferably supporting hardware or technical products.
- Strong written and verbal communication skills with a professional and friendly approach.
- Excellent attention to detail, organization, and time-management skills.
- Strong problem-solving and critical-thinking abilities.
- Positive attitude with patience and adaptability in challenging situations.
- Ability to learn and maintain strong product and technical knowledge.
- Experience using CRM or ticketing systems and navigating multiple platforms simultaneously.
- Ability to work effectively in a fast-paced and evolving environment.
- Strong ownership mindset with reliable follow-through and accountability.
- Willingness to work weekends and a flexible schedule as needed.
Preferred Qualifications
- Experience with Zendesk and Shopify highly preferred.
- Experience supporting technical products or hardware troubleshooting.
- Familiarity with customer support metrics and quality assurance processes.
Pay: $24.50 per hour
Benefits:
- Dental insurance
- Health insurance
- Vision insurance
Work Location: In person
