Product Support Specialist II - Remote

Overview

The Product Support Specialist II plays a critical role in ensuring customer success by providing advanced support for complex product issues and contributing to continuous product improvement.

In Short

• Serve as a subject matter expert for assigned products.
• Take ownership of escalated cases and resolve them through advanced troubleshooting.
• Mentor and guide junior team members.
• Lead cross-functional initiatives to improve support processes.
• Analyze customer data and product usage trends.
• Collaborate with R&D to address recurring product issues.
• Ensure quality and accuracy of knowledge base articles.
• Develop understanding of product integration and region-specific requirements.

Requirements

• Experience in customer support or technical support.
• Strong analytical and problem-solving skills.
• Ability to work collaboratively in cross-functional teams.
• Excellent communication skills.
• Experience with data analysis and reporting.

Benefits

• Opportunity to impact customer experience.
• Exposure to strategic initiatives and process enhancements.
• Mentorship opportunities.