Product Support Specialist

Job Summary

A company is looking for a Product Support Specialist to serve as a local helpdesk analyst for customer escalations and issue resolution.

Key Responsibilities

• Troubleshoot customer configuration and software issues, escalating complex problems as needed
• Analyze logged incidents to identify trends and collaborate on process improvements
• Maintain clear documentation and ensure proper follow-up with customers regarding issue status

Required Qualifications and Education

• Some University or Post-secondary Education required
• Basic familiarity with software products and user interactions (no coding required)
• Experience using ticketing systems such as Jira and Zendesk
• Comfort with logs, dashboards, and monitoring tools (e.g., New Relic, Kibana)
• Strong analytical and troubleshooting skills