Product Support Specialist I
Core
First-line support specialist diagnosing and resolving common product issues for customers via multiple channels.
Role type
Junior IC product support specialist
Builds
Customer support operations and knowledge base
Domain
SaaS/Software product support
Deliverable
client delivery
Required skills
Troubleshooting basic technical issues, ticketing system management, documentation, prioritization, communication
Preferred skills
SaaS support experience, familiarity with ServiceNow/Zendesk/Jira, basic API/log understanding, remote support tools
Technologies
ServiceNow, Zendesk, Jira Service Management
Responsibilities
Diagnose and resolve common product issues, log and manage tickets in ITSM/CRM systems, escalate complex issues, guide customers through workarounds, contribute to knowledge base updates, monitor ticket queues
Seniority
Junior, entry-level IC
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