Product Support Specialist
- Accepting Applications Closed
- US Company | Medium (51-250 employees)
- LATAM (100% remote)
- 3+ years
- Long-term (40h)
- Finance
- Full Remote
Required skills
- Microsoft Office
- customer support
Requirements
Must-haves
- 3+ years of customer support experience
- Experience with customer-facing communication across support channels
- Experience with basic technical concepts related to product usage and configurations
- Ability to follow defined processes and maintain accurate documentation
- Ability to manage time effectively and meet response and resolution deadlines
- Strong analytical and problem-solving skills
- Proficiency with Microsoft Office Suite or similar productivity tools
- Strong communication skills in both spoken and written English
Nice-to-haves
- Startup experience
- Bachelor’s Degree in Computer Engineering, Computer Science, or equivalent
What you will work on
- Act as the first point of contact for customer questions and support requests
- Resolve common how-to, configuration, and product usage inquiries
- Triage incoming tickets and collect all required technical and contextual details
- Follow documented troubleshooting guides and support playbooks
- Document issues clearly, including steps taken and final outcomes
- Escalate complex or unresolved cases to Tier 2 with complete and accurate context
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