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# Product Support

- **Company:** Year Up
- **Location:** Newark, NJ, United States
- **Experience:** Starter
- **Salary:** $52,000.0 - $62,000.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Learning Management Systems, Issue Tracking Systems, Interaction Design, Office Suite, Salesforce.Com, Gsuite, Zendesk
- **Published:** September 9, 2026
- **Apply:** https://find.jobs/jobs-near-me/apply/ats-redirect/?id=2952525401-2

## About the Role

Year Up United, a national nonprofit in the Banking, Insurance & Investment industry, seeks an Entry Level Product Support professional for our Customer Service & Support team. In this role, you'll troubleshoot basic product issues, respond to customer inquiries, and escalate complex cases. You'll collaborate with cross-functional teams, document support interactions, and help improve user experiences. Ideal candidates are detail-oriented, strong communicators, eager to learn, and committed to our mission of advancing economic mobility for diverse young adults., * Customer service and support

 * Basic technical troubleshooting
 * Use of CRM or ticketing systems (e.g., Zendesk, Salesforce, Service
 * Now)
 * Familiarity with learning management systems (LMS) or educational technology platforms
 * Written and verbal communication
 * Active listening and empathy in user interactions
 * Basic data entry and documentation accuracy
 * Problem-solving and root-cause analysis
 * Collaboration with cross-functional teams
 * Time management and task prioritization
 * Basic proficiency with office productivity tools (e.g., Google Workspace or Microsoft 365)

## Description

* Serve as a primary contact for students, alumni, and employer partners using Year Up's platforms and tools
 * Respond to user inquiries via phone, email, and chat in a timely and professional manner
 * Troubleshoot basic technical, access, and usability issues and escalate complex cases as needed
 * Log, track, and update all support tickets and interactions in CRM and ticketing systems
 * Collaborate with program managers, instructors, and IT to resolve recurring issues
 * Identify patterns in support requests and suggest improvements to products, workflows, or documentation
 * Assist with testing and feedback for new platform features or updates before release
 * Maintain and update knowledge-base articles and user guides to improve self-service support
 * Provide clear, empathetic, and culturally responsive communication to users with varying technical skills
 * Participate in team meetings, training, and continuous learning opportunities to build product and customer support expertise