Product Support Specialist

Job Description

JOB DETAILS

REQUIREMENTS

• 1-2 years of professional experience in customer service and/or technical support.
• Excellent verbal and written communication skills.
• Strong technical aptitude and the ability to quickly learn new software platforms.
• Skilled in customer education, troubleshooting, and conveying technical concepts clearly.
• Familiarity with tools like Jira, Hubspot, or similar platforms.
• Exceptional organizational and time management skills.
• Highly self-motivated and proactive, able to manage and prioritize tasks independently.
• Detail-oriented with excellent problem-solving and follow-through abilities.
• Passion for supporting customers and building lasting relationships throughout the customer lifecycle.
• Thrive in a fast-paced environment while juggling multiple conversations and tickets with a focus on excellence.
• Experience in SaaS is highly preferred.
• Experience working with nonprofits or boards is a plus.

RESPONSIBILITIES

• Serve as a support contact, managing communications across support chat, ticketing, email, phone, and video calls.
• Become a Boardable product expert to confidently guide customers through training and technical troubleshooting.
• Deliver heartfelt, detailed, and effective customer support, ensuring issues are resolved efficiently.
• Investigate reported issues using production test environments and available tools (e.g., Jira, logs, reporting centers).
• Document and escalate technical bugs, providing thorough reproduction steps and supporting data to the Engineering team.
• Research and resolve known issues by diving into Jira tickets, customer logs, and available data resources.
• Communicate customer needs and coordinate smooth handoffs across Support, Customer Success, and Sales teams.
• Participate in product training sessions for new feature releases and updates.
• Gather and share product feedback with Product Management to drive continuous improvements.
• Update and improve internal support documentation to maintain relevance and accuracy.
• Support cross-functional collaboration with Product, Engineering, QA, Customer Success, Finance, Operations, Sales, and Marketing teams.
• Champion customer needs internally by advocating for critical bug fixes and enhancements.

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