Product Support Specialist

Nomad eCommerce is seeking a resourceful, client-focused Part-Time Product Support Specialist to join our growing support team. At Nomad, we deliver tailored ecommerce solutions that power our clients’ businesses-and our support team plays a key role in ensuring those solutions run smoothly every day.

As a Product Support Specialist, you’ll be the first line of contact for our clients, providing thoughtful guidance, troubleshooting issues, and ensuring a seamless support experience. You’ll work across multiple open requests, using your problem-solving skills, technical curiosity, and attention to detail to manage support tickets from initial inquiry through resolution. Whether assisting with product questions, coordinating fixes, or escalating issues for deeper investigation, you’ll be instrumental in maintaining client satisfaction and strengthening relationships.

This role is ideal for someone who thrives in a fast-paced environment, enjoys solving problems, and takes pride in delivering excellent customer service. You’ll have the opportunity to work closely with clients, developers, and internal teams-making a direct impact on both client success and product quality.

What You’ll Do:

• Manage and resolve client support tickets, ensuring timely communication and follow-up.
• Troubleshoot application issues and coordinate resolutions with internal teams or third-party vendors.
• Communicate proactively with clients to set expectations, provide updates, and deliver clear guidance.
• Document support cases thoroughly, contributing to knowledge bases and self-help resources.
• Identify recurring issues and recommend product improvements or documentation updates.
• Lead client training sessions and assist with project-based work virtually.
• Maintain strong relationships with clients, advocating for their needs within the organization.
• Uphold privacy, security, and confidentiality standards in all client interactions.
• Provide intermittent off-hours support.
• Support continuous improvement of support workflows and client experience.
• Additional duties may be assigned to meet business needs

• 1-3 years of experience in client support, technical support, or account management.
• Ability to manage multiple active tickets with strong multitasking and follow-through skills.
• Excellent communication skills-both written and verbal.
• Technically savvy with a demonstrated ability to learn new systems quickly.
• Familiarity with helpdesk or ticketing systems, remote support tools, and common business applications.
• Strong problem-solving mindset with a focus on customer satisfaction.

• Comfort working in a fast-paced environment with shifting priorities.

• Strong multi-tasking skills with the ability to pause and resume work efficiently, managing multiple tickets simultaneously and driving each to completion within designated deadlines.

• Experience supporting software applications or working in a SaaS environment.
• Exposure to project management tools or customer support platforms.
• Basic knowledge of SQL, including the ability to read, understand, and execute simple queries for data retrieval and troubleshooting
• Familiarity with basic web technologies (HTML, CMS platforms, website hosting).
• Understanding of data privacy and security best practices.
• Technical writing or documentation experience (preferred, not required).
• Associate or bachelor’s degree in business, IT, or a related field (preferred, not required).