Product Support Specialist; Part Time

Persistent Technology, Inc. (PTI) is a technology company. Reflect XR, based in Virginia, is PTI's wellness and art-therapy app for iPhone, Android and virtual reality headsets such as Meta Quest. Reflect has launched to consumers, and PTI is now building a version for clinical settings.

The Product Support Specialist is the first point of contact for Reflect users and beta testers. You will answer support requests, solve common account, billing and setup problems, and send product defects to the right developer. You will also run the beta tester onboarding process and help keep the help center articles up to date.

Front-line support (about 60% of time)

• Review the Reflect Support queue every working day and set the priority on each new request.
• Resolve common requests: sign-in and account access, subscription and billing access, app installation, and VR headset pairing.
• Write clear, friendly replies to users by email and through the support portal.
• Escalate product defects to the Mobile or VR development team with the steps to reproduce, the device, and the app version.
• Send security, privacy and data-deletion requests to the CTO right away, following the documented process.
• Track response and resolution times and flag any request at risk of missing its target.

Beta tester onboarding (about 25% of time)

• Check each new beta signup for a valid Apple  Google Play email.
• Follow up on NDAs that have not been signed.
• Confirm that iPhone testers have accepted the Apple Developer Agreement, then add them to Test Flight.
• Keep the beta tester roster current and answer tester questions.

Knowledge base and feedback (about 15% of time)

• Draft new help center articles and update existing ones, working with the Clinical Product Owner.
• Spot repeat questions and suggest articles or product fixes that would prevent them.
• Send the product team a short weekly summary of support volume, common issues and user feedback.

• 1-2 years of experience in customer support, a help desk or a similar user-facing role.
• Experience with a ticketing system such as Jira Service Management, Zendesk or Service Now.
• Comfortable troubleshooting apps on iPhone and Android.
• Strong written communication: clear, patient and friendly with consumers.
• Careful handling of personal information.
• Able to work independently from written procedures and to know when to elevate.
• Must live in a HUBZone-designated area, full time, for at least 90 days before PTI's HUBZone review date, and keep living there while employed. Proof of address (driver's license or other government ) is required. Check an address on the SBA HUBZone map: maps.certify.sba.gov/hubzone/map
• Must be legally authorized to work in the United States and work from within the United States.

• Experience with Meta Quest or other VR headsets.
• Familiarity with App Store Connect and Test Flight, or with Google Play Console.
• Familiarity with Stripe or other subscription billing tools.
• Experience writing help articles or FAQs.
• Interest in health, wellness or digital therapy products.
• Entry-level certification such as CompTIA A+ or ITIL Foundation.

• Jira Service Management (Reflect Support) Answer, prioritize and elevate requests Support Agent
• Confluence (Reflect help center) Draft and update help articles Editor
• App Store Connect / Test Flight Add approved beta testers Tester management only
• Microsoft 365 (Outlook, Teams, Forms) Email, team chat, beta signups Standard user
• Stripe Look up a user's subscription status Read-only

You will not have access to production servers, cloud infrastructure or source code.

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