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Product Support Specialist
Remote / Online - Candidates ideally in
San Diego, San Diego County, California, 92189, USA
Listed on 2026-01-07
San Diego, San Diego County, California, 92189, USA
Listing for:
R.W. Mercer Co.
Remote/Work from Home
position Listed on 2026-01-07
Job specializations:
-
IT/Tech
Technical Support, HelpDesk/Support
Job Description & How to Apply Below
We are seeking a customer-focused Product Support Specialist to provide high-quality technical and product support to users across the United States. This fully remote role involves troubleshooting issues, guiding customers on product usage, and collaborating with internal teams to ensure timely resolution and an excellent customer experience.
Key Responsibilities- Respond to customer inquiries via email, chat, and ticketing systems
- Troubleshoot product, technical, and account-related issues
- Document issues, solutions, and customer interactions accurately
- Escalate complex cases to engineering or product teams when necessary
- Provide clear guidance on product features, updates, and best practices
- Identify recurring issues and recommend product or process improvements
- Must be located in the United States
- Prior experience in product support, technical support, or customer service
- Strong communication and problem-solving skills
- Familiarity with support tools (e.g., Zendesk, Freshdesk, Jira, or similar)
- Ability to work independently in a remote environment
- Competitive compensation
- Fully remote work opportunity
- Training and growth opportunities
- Supportive, collaborative team environment
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