Product Support Specialist Homebased

Job Description

We are seeking an experienced Product Support Specialist to serve as a trusted advisor to our users. In this senior role, you will leverage deep expertise in customer engagement to provide world-class support. You will help users perform needed tasks and optimize workflows. This role requires experience and expertise in complex data-intensive systems and modeling.

Responsibilities

• Customer Support
• Develop product expertise, working closely with Engineering and Product teams to diagnose and resolve user issues.
• Drive customer adoption by advising on optimal use of our applications, solutions, and tools.
• Act as the primary point of contact for our product support inquiries from existing and prospective users.
• Guide customers through navigation, configuration, and execution of key workflows
• Troubleshoot complex product questions and usage challenges, providing clear, step-by-step guidance.
• Deliver proactive user enablement sessions including webinars, trainings, and workshops.
• Work with the internal team to provide customer feedback that informs product roadmap and improvements.
• Product Support
• Collaborate with the software engineering team on reproducing and diagnosing technical issues.
• Maintain a knowledge base of best practices, FAQs, and how-to guides to empower user self-service.
• Conduct daily quality assurance/ quality control testing by reviewing software requirements and verifying that features function as intended
• Configure demonstration environments and customize dashboards tailored to client needs
• Research - Research industry topics, gather relevant data, and integrate findings into our platform
  

• 5+ years in B2B enterprise software support, customer success, or technical consulting roles.
• Strong ability to translate technical functionality into user-friendly explanations and documentation.
• Expertise in navigating complex data-intensive applications, explaining workflows, and training end-users.
• Excellent abilities to diagnose, analyze, and resolve complex technical issues and identify root causes.
• Excellent written and verbal communication along with client-facing skills and a consultative mindset.
• Strong organizational skills and attention to detail documenting customer interactions and managing tasks.
• Strong technical and communication skills to explain technical concepts clearly to non-technical users.
• Empathetic and patient demeanor with strong customer service skills to ensure a positive user experience.
• Self-motivated with analytical thinking; thrives with autonomy and limited direction.
• Bachelors degree in a quantitative field required; advanced degree a plus.
  
  

• Homebased
• M to F, 8pm to 5am PH Time