Product Support Specialist

Working in a support platform such as Zendesk and a CRM such as HubSpot, the Product Support Specialist helps customers resolve software product questions. This role focuses on product access, settings, and everyday functionality so customers can use the product successfully. The position sits within the product support team and works under a product support team lead. You collaborate with customers, senior support specialists, and product specialists while fully remote, with work from home in Oregon, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary., * Review incoming product support tickets and customer emails, identify the affected feature, and organize requests by urgency, customer impact, and existing support guidance.

• Confirm the customer’s reported symptoms, product version, browser, and recent actions before choosing an appropriate troubleshooting path from approved product support resources.
• Record customer context and interaction history in a CRM such as HubSpot, keeping entries factual, relevant, and useful for the next support contact.
• Manage ticket status and troubleshooting notes in a support platform such as Zendesk, linking related requests and recording each action taken throughout the investigation.
• Reproduce reported problems using approved test environments and stepwise checks of browser settings, product preferences, and installation steps without changing customer settings unnecessarily.
• Guide customers through supported solutions in clear language, explaining each step and checking whether the product behaves as expected after the change.
• Distinguish usage questions from recurring product issues, capture relevant error messages, and share reproducible findings with senior support specialists when additional investigation is needed.
• Follow up when customers provide additional information or an investigation produces an update, explaining the current status and the next action without unsupported promises.
• Confirm resolution with the customer, summarize the successful steps, close completed requests, and suggest corrections to outdated troubleshooting articles for team review.
• Meet quality expectations through accurate guidance, timely turnaround, complete troubleshooting notes, appropriate escalation, and consistent follow-up, using feedback from the product support team lead., * Fully remote work from home in Oregon, with desk-based responsibilities throughout the customer support workflow.
• Structured onboarding and training on the named systems, supported product features, troubleshooting resources, and escalation procedures.
• Regular check-ins with the team lead to review questions, discuss feedback, and strengthen support practices.
• Build practical skills in application support, software troubleshooting, technical documentation, and customer communication.
• Health coverage, paid leave, maternity leave, bonus opportunities, and stipends.

Product Support, Product Support, Work From Home, ZenDesk, Customer Relationship Management (CRM), Team Lead/Manager, Customer Support/Service, Resolve Customer Issues, Product Reviews, Identify Issues, * High school diploma or equivalent.

• About 1-2 years of product support, application support, or related customer-facing technical support experience preferred, particularly with browser-based software products.
• Familiarity with software troubleshooting, common browser behavior, product settings, installation steps, and methods for isolating a reported problem through repeatable checks.
• Ability to learn a support platform such as Zendesk and a CRM such as HubSpot while keeping customer context and ticket details aligned.
• Clear written and verbal communication, with the ability to translate technical instructions into manageable steps and confirm customer understanding before proceeding.
• Ability to read software documentation, recognize gaps in troubleshooting instructions, and write concise technical notes that another specialist can follow.
• Sound judgment about escalation, customer information handling, and staying within approved support procedures when investigating unfamiliar product behavior.
• A reliable computer, high-speed internet, and quiet private workspace, plus availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.