Product Support Specialist

As a Product Support Specialist, you will play a crucial role in ensuring the success of our clients by providing exceptional technical support and product guidance. You will be responsible for resolving customer inquiries, troubleshooting technical issues, and assisting in product onboarding and training. Your ability to communicate effectively and deliver outstanding customer service will contribute to our clients’ overall satisfaction and drive the success of our products. This position reports to the Customer Support Manager within the Operations Department., * Provide timely and professional technical support to clients via email, phone, chat, and ticketing systems.

• Diagnose and troubleshoot software issues, ensuring accurate problem identification and effective resolution.
• Assist clients with product onboarding and training, ensuring a smooth transition and comprehensive understanding of the software.
• Collaborate closely with Product Management and Quality Assurance teams to escalate and resolve complex technical issues.
• Document and track customer issues and resolutions using internal systems.
• Identify and communicate recurring technical issues to the Product Management team for further analysis and improvement.
• Stay up to date with product knowledge and new features to provide accurate and relevant information to clients.
• Create and maintain configuration documentation, system setup and testing documentation, product support documentation, knowledge base articles, and FAQs.
• Act as a customer advocate within the company, providing feedback and insights to improve product usability and user experience.
• Continuously strive to enhance customer satisfaction and loyalty by delivering exceptional customer service and support.

• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
• Proven experience in a customer-facing technical support role, preferably within a SaaS software company.
• Strong technical aptitude and ability to understand complex software systems.
• Excellent problem-solving and troubleshooting skills with strong attention to detail.
• Outstanding written and verbal communication skills with the ability to explain technical concepts to non-technical users.
• Empathy and patience to handle challenging customer situations while providing exceptional customer service.
• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
• Experience with CRM and support ticketing systems is a plus.
• Familiarity with Agile software development methodologies is a plus.
• A passion for technology and a desire to continuously learn and grow.

3.63.6 out of 5 stars Tallahassee, FL Remote $50,000 - $65,000 a year - Full-time, Pulled from the full job description

• Paid parental leave
• Parental leave
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Dental insurance, * Annual salary range: $50,000-$65,000, based on skills, qualifications, and experience.
• Health insurance (some plans fully covered for the employee).
• Vision insurance (fully covered for the employee).
• Dental insurance available for purchase.
• Flexible/Open Paid Time Off (PTO) after 30 days.
• Nine paid holidays.
• 401(k) with company match.
• Annual year-end performance bonus.
• Up to 8 weeks of paid parental leave.
• Company-paid life insurance.
• Company-paid long-term disability insurance.
• Free Udemy account for professional development.

Brandt Information Services is the leading provider of SaaS technology and marketing services for state wildlife and parks agencies across the United States. Our software platform powers the digital infrastructure behind outdoor recreation, enabling millions of people to explore public lands by purchasing campground reservations, fishing and hunting licenses, boat registrations, and more. Every transaction we facilitate helps generate critical funding for state conservation efforts and outdoor recreation improvements.

As a market-leading platform with a proven growth strategy and backed by a blue-chip private equity sponsor, Brandt offers the best of both worlds: the stability of an established enterprise and the momentum of a high-growth technology company.