Product Support Specialist - Central or East - Remote

Overview

The Product Support Specialist at Huntress plays a crucial role in providing exceptional customer service and technical support, ensuring customer satisfaction and resolving inquiries effectively.

In Short

• Provide initial partner support and convey resolutions to customers.
• Walk customers through problem-solving processes.
• Assess customer issues and escalate incidents as needed.
• Follow up with customers and ensure problems are resolved.
• Utilize excellent customer service skills.
• Recommend changes to internal documentation.
• Grow knowledge of internal procedures and product offerings.
• Work collaboratively with the support team.
• Engage in training and mentoring opportunities.
• Maintain a customer-centric mentality.

Requirements

• Ability to adapt to changes in a hypergrowth environment.
• Highly collaborative mindset.
• Disciplined with systematic problem-solving skills.
• Experience with Microsoft Windows Operating Systems.
• Familiarity with macOS.
• Experience with tools like ProcMon and Process Explorer.
• Knowledge of antivirus products and troubleshooting.
• Familiarity with system configuration tools.

Benefits

• 100% remote work environment.
• Generous paid time off policy.
• 12 weeks of paid parental leave.
• Comprehensive medical, dental, and vision benefits.
• 401(k) with a 5% contribution.
• Life and Disability insurance plans.
• Stock options for all full-time employees.
• Reimbursement for home office setup.
• Annual allowance for education and professional development.
• Access to coaching and personal growth platforms.