Product Support Specialist

Monthly Pay: $4,696 - $6,000 USD per month

Product questions, account access steps, and unexpected product behavior reports make up the daily work for this Product Support Specialist. The specialist reviews customer-reported technical issues, clarifies product features, and provides practical guidance that helps users continue their work with confidence. This role sits on the product support team and works under a product support team lead while partnering with customers, product specialists, and internal product contacts.

This is a fully remote, work from home position based in Georgia, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

• Monitor incoming requests from an IT help desk such as Jira Service Management, email, and phone contacts, then identify the product area involved.
• Confirm customer contact details, product version, access status, and a clear description of the reported behavior before beginning review.
• Ask focused follow-up questions, gather relevant screenshots or error messages, and determine whether approved guidance can address the concern.
• Use an identity platform such as Microsoft Entra  review access details and guide customers through approved account access steps.
• Recreate reported product behavior using approved test steps, compare results with expected functionality, and identify useful details for further review.
• Use a remote support tool such as Team Viewer when appropriate to observe the issue, explain actions clearly, and help customers complete approved steps.
• Consult approved product guides and internal reference materials to provide accurate feature explanations, setup direction, and workaround options.
• Enter concise notes in an IT help desk such as Jira Service Management, including the issue summary, actions taken, customer guidance, and next step.
• Escalate unresolved, repeat, or higher-impact issues to the product support team lead or designated product contact with complete context.
• Maintain quality through accurate guidance, timely turnaround, complete notes, and reliable follow-up on open customer requests.

• High school diploma or equivalent.
• About 1-2 years of related experience in product assistance, software assistance, or a similar customer-facing desk-based role preferred.
• Familiarity with investigating product behavior, account access concerns, feature questions, and common user-reported software issues.
• Working knowledge of an IT help desk such as Jira Service Management and organized request updates preferred.
• Comfort using a remote support tool such as Team Viewer and an operating system such as Windows 11 preferred.
• Familiarity with an identity platform such as Microsoft Entra  approved access support practices preferred.
• Ability to explain technical steps in clear, respectful language through written and spoken interactions.
• Ability to review details carefully, organize priorities across incoming requests, and provide dependable follow-up.
• Reliable computer, high-speed internet, and a quiet private workspace, with availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.
• Fully remote work from Georgia, United States.
• Structured onboarding and training on Jira Service Management, Team Viewer, Microsoft Entra , and Windows 11.
• Regular check-ins with the product support team lead.
• Skill building in product investigation, access guidance, software testing, and customer issue analysis.
• Health coverage, paid leave, a 401(k), maternity leave, and bonus opportunities.