Product Support Specialist

Job Full Description

Product Support Specialist


Location: Colorado Springs, CO
Pay: $22.00-$23.00/hour
Schedule: Monday-Friday | 7:30 AM-4:30 PM
Employment Type: Contract-to-Hire | Long-Term Career Opportunity
Start: ASAP

About the Opportunity


We are partnering with an established local organization to hire a Product Support Specialist who will provide front-line customer support for users of specialized web-based software and technology products.


This is a great opportunity for someone who is tech-savvy, patient, customer-focused, and genuinely enjoys helping people solve problems .


This is not a traditional IT, desktop, or infrastructure support position . You don't need to be an IT professional or have technical certifications. Instead, we're looking for someone who is comfortable navigating web-based software, learning new systems, troubleshooting user issues, and patiently walking customers through solutions.

What You'll Do

• Provide friendly and professional phone and email support to customers using web-based software products.
• Help users navigate the platform and troubleshoot common issues.
• Assist with browser-related problems, login/access issues, multi-factor authentication (MFA) , and other common user challenges.
• Remotely connect to customers' computers when necessary to help troubleshoot issues.
• Ask effective questions to identify the source of a problem and guide customers through the appropriate solution.
• Document customer interactions and follow established support procedures.
• Develop an in-depth understanding of the company's products and become a trusted resource for end users.
• Partner with internal team members to resolve more complex customer questions.

What We're Looking For

• Strong customer service and communication skills , particularly over the phone and email.
• Patient and empathetic when assisting customers who may be frustrated or less comfortable with technology.
• Naturally tech-savvy and comfortable navigating internet browsers, web-based applications, and online platforms .
• Strong problem-solving skills and ability to troubleshoot issues logically.
• Ability to explain technical information in a simple, easy-to-understand way.
• Comfortable learning new software and developing into a subject-matter resource.
• Experience in customer support, product support, client services, customer success, software support, application support, or a call-center environment is helpful.
• Previous experience supporting customers or end users of a web-based software platform is a strong plus.
• Formal IT experience or certifications are not required .

Training & Development


You won't be expected to know the platform on day one. The company provides approximately 3-4 weeks of hands-on, one-on-one training , followed by continued shadowing, coaching, and development.


Because you'll be learning a specialized software platform, the organization anticipates a gradual ramp-up over the first several months before becoming fully proficient and independently owning the role.

Why Consider This Opportunity?


This is a contract-to-hire opportunity with long-term career potential and an established organization that is willing to invest significant time in training the right person.


You'll receive a consistent Monday-Friday schedule while developing valuable experience in software product support, troubleshooting, and end-user customer service . Upon successful transition to direct employment, employees are eligible for a comprehensive benefits package, including a 401(k) match .

Benefits Through Express Employment Professionals:
Health, Dental & Vision Insurance
Holiday Pay
Paid Sick Leave
401(k)
Short-Term Disability & Life Insurance
Direct Deposit


Why Work With Express?
Express Employment Professionals has helped connect job seekers with great local companies for years - and there is NEVER a fee for job seekers. We want to help you find a long-term opportunity where you can grow your skills and income.


Apply Today!


Apply Online:


(Select the Colorado Springs South office)


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Questions?
Have the experience and call our office today to learn more about this opportunity!

Colorado Springs (South), CO
3493
2360 South Academy Boulevard
Colorado Springs, CO 80916