Product Support Specialist I (SaaS Support)

Location: Remote - United States

Work Setting: Fully Remote

Company: Confidential Technology Company

Help Professionals Succeed With Modern Business Software

We are a fast-growing technology company that provides business management and marketing software solutions for construction and design professionals. We are seeking a Product Support Specialist I to support customers across the U.S. and Canada by delivering exceptional service and helping professionals maximize the value of the platform.

This role is ideal for someone who enjoys solving problems, supporting customers, and helping users confidently navigate software solutions. You will assist professionals with subscription questions, software functionality, account management, and overall platform engagement while providing a high-quality customer experience.

To be eligible for this role, candidates must reside permanently in one of the following states: AZ, AR, CA, CO, FL, GA, IN, IA, KY, MD, MI, MN, MO, NE, NV, NJ, NC, OH, OK, OR, PA, SC, TN, TX, UT, or WA.

Your Role

As a Product Support Specialist I, you will serve as a frontline resource for professionals using our software platform. You will respond to inbound calls and support requests, troubleshoot software-related questions, guide users through platform features, and help improve customer retention and software adoption.

Success in this role requires strong communication skills, attention to detail, technical confidence, and a customer-first mindset. The ideal candidate is organized, adaptable, and thrives in a fast-paced, team-oriented support environment.

Key Responsibilities

• Respond to inbound calls and support cases while delivering exceptional customer service
• Assist professionals with SaaS platform questions, subscription support, and account management
• Help customers navigate software functionality and improve platform engagement
• Support membership-related requests including upgrades, renewals, cancellations, and billing inquiries
• Collaborate with internal teams to resolve escalated customer concerns
• Conduct virtual software training sessions and walkthroughs via Zoom
• Provide guidance on profile optimization, marketing tools, and lead management
• Maintain productivity and customer satisfaction KPIs
• Escalate complex issues to specialized support and account management teams when appropriate
• Identify opportunities to improve customer retention and encourage product adoption
• Maintain accurate documentation and follow-up communication
• Participate in ongoing software and product training sessions

Qualifications

• 6 months to 2 years of customer support, technical support, or subscription-based support experience preferred
• Strong customer service and relationship-building skills
• Excellent written and verbal communication abilities
• Comfortable troubleshooting software and navigating multiple systems
• Strong listening skills with the ability to identify and resolve customer concerns
• Organized and able to manage a high volume of requests in a fast-paced environment
• Tech-savvy and comfortable conducting virtual meetings and trainings
• Team-oriented mindset with a positive and adaptable attitude
• Detail-oriented with strong follow-through and time management skills

Compensation & Benefits

• Full-time, W-2 employment
• Hourly Pay:
• $22.83/hour for candidates located in California, Washington, and Oregon
• $20.55/hour for all other eligible states

Benefits Include

• Medical, dental, and vision coverage
• Paid Time Off (PTO)
• Home internet stipend
• 401(k) retirement plans (Pre-Tax and Roth)
• Health Savings Account (HSA) with company contribution
• Flexible Spending Accounts (FSA)
• Maternity and paternity leave programs
• Employee Assistance Program (EAP)
• Professional development reimbursement
• Wellness and employee support programs

Why This Opportunity

This is an opportunity to join a mission-driven technology company supporting construction and design professionals through innovative business software solutions. It's an excellent fit for someone who enjoys helping customers succeed, solving technical problems, and working in a collaborative remote environment with growth potential.

We are an equal opportunity employer and value diversity at all levels of the organization. All qualified applicants will receive consideration for employment without regard to any protected characteristic under applicable law.