Product Support Specialist
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Job Description
Product Support Specialist triaging customer tickets and troubleshooting Foundation Source’s philanthropic SaaS platforms. Guiding clients through workflows while documenting issues and escalating complex technical problems.
Responsibilities:
- Own intake and triage of tickets in Salesforce, Zendesk, and/or Intercom
- Replicate issues as the first troubleshooting step
- Assign severity and priority according to the team's SLA matrix
- Maintain accurate ticket status
- Investigate issues through resolution or prepare well-researched escalations to Engineering, DevOps, or other technical teams
- Provide timely and substantive first responses to internal and external customers
- Keep customers informed throughout the ticket lifecycle
- Meet team KPIs for Time to First Response and Time to Resolution
- Build relationships with internal and external clients and understand the business impact of issues
- Create and maintain multimedia help-center resources and the Product Support Team's knowledge base
- Identify and contribute to team and tool improvements based on ticket data and experiences
- Guide customers through product functionality, workflows, and best practices
- Contribute to product-feature and self-service resources to reduce repeat tickets
- Escalate technically complex issues to Technical Support Engineers with complete documentation
Requirements:
- 2+ years of experience in a customer support, help desk, or product support role, ideally supporting a SaaS product
- Strong written and verbal communication skills
- Experience with Zendesk, Salesforce, Jira, Intercom, and/or Confluence
- Beginner-to-intermediate knowledge of BI Reporting platforms
- Beginner-to-intermediate knowledge of databases and SQL queries
- Experience managing ticket volume across multiple ticketing systems
- Strong prioritization and organizational habits
- Bachelor's degree in Computer Science, Data Analytics, Information Technology, or another related field is preferred
- Dedicated, distraction-free workspace for remote work
- Reliable high-speed internet connection
- Ability to occasionally lift and/or move up to 15 pounds
Benefits:
- Fully remote work arrangement
- Dedicated workspace/home office requirement for remote work
- Reliable high-speed internet for work-related technology
- Reasonable accommodations for individuals with disabilities
- Equal employment opportunity
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