Job Summary

TechPro Solutions is seeking a highly motivated and customer-focused Product Support Specialist to join our growing remote team. In this role, you will serve as the primary point of contact for users of our software applications, ensuring they receive timely, accurate, and professional support. You will be responsible for resolving technical issues, guiding users through product features, and contributing to continuous product improvement through customer feedback. This is an excellent opportunity for individuals who are passionate about technology, problem-solving, and delivering exceptional customer experiences in a fast-paced digital environment.

Key Responsibilities

• Provide first-line and second-line support to customers via email, chat, and ticketing systems.

• Troubleshoot and resolve software-related issues, including system errors, usability challenges, and configuration problems.

• Guide users through product setup, onboarding, and feature adoption.

• Document customer interactions, issues, and resolutions accurately within the support system.

• Escalate complex technical issues to engineering or development teams when required.

• Collaborate with product managers and developers to share user feedback and identify product enhancements.

• Create and update support documentation, FAQs, and knowledge base articles.

• Monitor support metrics such as response time, resolution time, and customer satisfaction scores.

• Maintain a high level of professionalism and empathy in all customer interactions.

Required Skills and Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Business, or a related field (or equivalent experience).

• Strong verbal and written communication skills in English.

• Proven ability to explain technical concepts to non-technical users.

• Proficiency in using ticketing systems (e.g., Zendesk, Freshdesk, Jira Service Desk, or similar).

• Basic understanding of software development life cycles and SaaS platforms.

• Excellent problem-solving and analytical skills.

• Strong organizational skills and attention to detail.

Experience

• 1–3 years of experience in a product support, technical support, help desk, or customer support role.

• Experience supporting SaaS products or web/mobile applications is highly preferred.

• Prior experience in a remote or distributed work environment is an advantage.

Working Hours

• Full-time, remote position.

• Flexible working hours with core availability aligned to business needs (typically standard business hours in assigned region).

• Occasional weekend or shift-based support may be required depending on customer coverage.

Knowledge, Skills, and Abilities

• Strong understanding of customer service principles and best practices.

• Ability to multitask and manage multiple support tickets simultaneously.

• Quick learner with the ability to adapt to new tools and technologies.

• Strong collaboration skills and ability to work effectively with cross-functional teams.

• High level of patience, resilience, and emotional intelligence.

• Self-motivated and capable of working independently in a remote environment.

Benefits

• Competitive salary and performance-based incentives.

• 100% remote work with flexible scheduling.

• Health insurance and wellness programs.

• Paid time off, holidays, and sick leave.

• Professional development and training opportunities.

• Career growth and internal mobility within the organization.

• Supportive and inclusive company culture.

Why Join TechPro Solutions?

At TechPro Solutions, we believe in empowering our employees with the tools, flexibility, and opportunities they need to succeed. You will be part of an innovative and collaborative team working on cutting-edge software solutions used by clients worldwide. We foster a culture of continuous learning, transparency, and respect, where every team member’s contribution is valued. Joining us means building a meaningful career while making a real impact on user experience and product quality.

How to Apply

Interested candidates should submit their updated resume along with a brief cover letter highlighting their relevant experience and interest in the role. Shortlisted applicants will be contacted for an initial virtual interview followed by technical and final interview rounds.