Product Support Specialist I (SaaS Support)

We are a fast-growing technology company that provides business management and marketing software solutions for construction and design professionals. We are seeking a Product Support Specialist I to support customers across the U.S. and Canada by delivering exceptional service and helping professionals maximize the value of the platform.

This role is ideal for someone who enjoys solving problems, supporting customers, and helping users confidently navigate software solutions. You will assist professionals with subscription questions, software functionality, account management, and overall platform engagement while providing a high-quality customer experience.

To be eligible for this role, candidates must reside permanently in one of the following states: AZ, AR, CA, CO, FL, GA, IN, IA, KY, MD, MI, MN, MO, NE, NV, NJ, NC, OH, OK, OR, PA, SC, TN, TX, UT, or WA., As a Product Support Specialist I, you will serve as a frontline resource for professionals using our software platform. You will respond to inbound calls and support requests, troubleshoot software-related questions, guide users through platform features, and help improve customer retention and software adoption., * Respond to inbound calls and support cases while delivering exceptional customer service

• Assist professionals with SaaS platform questions, subscription support, and account management
• Help customers navigate software functionality and improve platform engagement
• Support membership-related requests including upgrades, renewals, cancellations, and billing inquiries
• Collaborate with internal teams to resolve escalated customer concerns
• Conduct virtual software training sessions and walkthroughs via Zoom
• Provide guidance on profile optimization, marketing tools, and lead management
• Maintain productivity and customer satisfaction KPIs
• Escalate complex issues to specialized support and account management teams when appropriate
• Identify opportunities to improve customer retention and encourage product adoption
• Maintain accurate documentation and follow-up communication
• Participate in ongoing software and product training sessions

Do you have experience in Zoom?, Success in this role requires strong communication skills, attention to detail, technical confidence, and a customer-first mindset. The ideal candidate is organized, adaptable, and thrives in a fast-paced, team-oriented support environment., * 6 months to 2 years of customer support, technical support, or subscription-based support experience preferred

• Strong customer service and relationship-building skills
• Excellent written and verbal communication abilities
• Comfortable troubleshooting software and navigating multiple systems
• Strong listening skills with the ability to identify and resolve customer concerns
• Organized and able to manage a high volume of requests in a fast-paced environment
• Tech-savvy and comfortable conducting virtual meetings and trainings
• Team-oriented mindset with a positive and adaptable attitude
• Detail-oriented with strong follow-through and time management skills

Pulled from the full job description

• Professional development assistance
• Parental leave
• 401(k)
• Health insurance
• Paid time off
• Vision insurance
• Health savings account, * Full-time, W-2 employment
• Hourly Pay:
• $22.83/hour for candidates located in California, Washington, and Oregon
• $20.55/hour for all other eligible states, * Medical, dental, and vision coverage
• Paid Time Off (PTO)
• Home internet stipend
• 401(k) retirement plans (Pre-Tax and Roth)
• Health Savings Account (HSA) with company contribution
• Flexible Spending Accounts (FSA)
• Maternity and paternity leave programs
• Employee Assistance Program (EAP)
• Professional development reimbursement
• Wellness and employee support programs