Remote Employment Opportunities Near Me | Product support Jobs

Job Responsibilities: Product Support Specialist

Salary: 28000 per YEAR

Company: SheerID

Location: Remote US

Role-Specific Job Duties

  • Provide technical product support to SheerID’s clients and their customers that is accurate timely and communicated
  • Interact with customers directly via Zendesk ticketing system email video calls and other modes as needed
  • Meet defined SLOs for ticket response and resolution times
  • Ensure complete resolution of issues directly or via available escalation paths
  • Engage cross-functionally with groups such as Client Delivery Product Management and Engineering to advocate for customer needs and product improvements
  • Develop public-facing content for SheerID’s knowledge base
  • Be available for rotating on-call duties via PagerDuty outside of regular business hours
  • Develop and maintain internal documentation for troubleshooting tools and processes
  • Maintain in-depth working knowledge of SheerID’s products and offerings
  • Maintain in-depth working knowledge of internal systems tools and processes
  • Proactively identify areas of improvement for both the customer experience and internal efficiency
  • Special projects and other duties as assigned

Required Skills / Experience

  • Bachelor’s degree from an accredited university (or equivalent work experience)
  • 1-2 years of customer-facing technical support experience (preferably B2B; preferably for SaaS products and/or in a startup environment)
  • 1-2 years of technical writing experience (preferably public-facing documentation or technical guides)
  • Experience using Zendesk or an equivalent ticketing system
  • Adept within MacOS and Google Workspace environments
  • Excellent oral and written communication skills
  • Reliable attendance with evening weekend and holiday availability
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