Product Support Specialist

1–3 years in a customer support, product support, or technical support role—SaaS or tech platform experience preferred.
Strong troubleshooting ability and a knack for explaining complex topics in simple terms.
Experience using support platforms like Zendesk, Intercom, or similar tools.
Familiarity with bug-tracking systems (e.g., Jira).
Excellent written communication skills with a clear, friendly, and professional tone.
Collaborative mindset with the ability to work cross-functionally with product and engineering teams.
Passion for creating delightful customer experiences.

Handle a high volume of support tickets through chat and email, delivering timely and accurate troubleshooting and customer assistance.
Guide clients through technical challenges, usage questions, and feature navigation within the Snappy dashboard.
Log and track software bugs, collaborating with the development team to ensure timely resolution.
Follow up with clients to confirm resolution and satisfaction.
Collect and relay product feedback and feature suggestions to the product team.
Maintain accurate records of customer interactions and technical issues.
Contribute to internal documentation and knowledge base to help streamline future support.