Product Support Specialist
Core
Respond to customer inquiries, investigate technical issues, deliver training, and support software configuration for cloud-based B2B SaaS applications in the construction industry.
Role type
Product Support Specialist (SaaS)
Builds
Cloud CRM and project management solutions for construction and machinery industries
Domain
Construction technology / B2B SaaS
Required skills
troubleshooting, root cause investigation, SQL queries, support ticketing systems, CRM tools, written communication, verbal communication, presentation skills, data import/export processes
Preferred skills
cloud-based B2B SaaS experience, software training experience, API familiarity, JSON/CSV handling, JIRA Service Management, Zendesk, Freshdesk, database troubleshooting
Responsibilities
Respond to customer inquiries by phone, email, and support desk; investigate and escalate technical issues; reproduce issues and document findings for Development and QA; deliver virtual or on-site customer training; support Implementation team with software configuration and data setup; create and maintain support documentation, FAQs, and training videos; share customer feedback with Product and Development; record support activity in the CRM
Seniority
Mid-level, hands-on IC