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Product Support Specialist
Job in
Tipton, West Bromwich, West Midlands, B70, England, UK
Listed on 2026-10-16
Listing for:
Sunrisetheme
Full Time
position Listed on 2026-10-16
Job specializations:
-
IT/Tech
Technical Support, HelpDesk/Support, IT Support
Job Description & How to Apply Below
A Product Support Specialist helps customers understand, troubleshoot, and successfully use a company's product or software. This role connects customer service, technical support, product knowledge, and problem-solving. The main goal is to provide fast, clear, and helpful support while improving the overall customer experience.
Key Responsibilities- Respond to customer questions through email, live chat, phone, ticketing systems, or help desk platforms.
- Troubleshoot product issues and guide users step by step.
- Understand product features, updates, bugs, and common user problems.
- Escalate complex technical issues to developers, engineers, or product teams.
- Create and update help center articles, FAQs, guides, and support documentation.
- Track customer issues using tools like Zendesk, Freshdesk, Intercom, Jira, Hub Spot, or similar platforms.
- Collect customer feedback and share insights with product and development teams.
- Test reported issues and confirm whether they are bugs, user errors, or configuration problems.
- Follow up with customers until their issue is solved.
- Support onboarding, product training, and account setup when needed.
- Maintain high customer satisfaction and response quality.
- Strong written and verbal communication skills.
- Good problem-solving and analytical thinking.
- Basic technical understanding of software, web apps, SaaS platforms, or digital products.
- Ability to explain technical topics in simple language.
- Customer-focused mindset.
- Patience and professionalism.
- Ability to multitask and manage support tickets.
- Familiarity with CRM, help desk, or ticketing tools.
- Basic knowledge of troubleshooting, browser issues, accounts, subscriptions, integrations, or APIs is a plus.
- Bachelor's degree in Business, IT, Computer Science, Communication, or related field preferred.
- Previous experience in customer support, technical support, SaaS support, or product support is helpful.
- Freshers may apply if they have strong communication skills and technical learning ability.
- Negotiable
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