Product Support & Customer Care Specialist

Role Overview:

• Act as a primary point of contact for customers navigating ACD software, combining empathy with hands-on problem-solving.
• Take ownership of issues from first contact through resolution or well-managed escalation.
• Work fully remote while maintaining professional communication and collaboration through video, phone, and email.

Key Responsibilities:

• Investigate, reproduce, and resolve customer questions and software issues with diagnostic thinking and clear guidance.
• Handle challenging interactions with patience and composure, keeping customers informed throughout the process.
• Document all interactions accurately in systems like HubSpot or Zendesk and collaborate with internal teams on escalations.

Qualifications and Skills:

• At least 1 year of frontline customer support experience in a software or SaaS environment.
• Strong phone support skills with ability to support via email and chat as needed.
• Ability to explain technical information to customers with varying levels of experience and maintain a solutions-oriented mindset.