Product Support Specialist

About the RoleThis is the frontline of Otuvy. You are the first person our customers reach when something breaks, something is confusing, or they need to get more out of the product. You'll take incoming tickets and phone calls as they come in, troubleshoot, resolve what you can, and route what you can't. You'll also run product trainings for customers, teaching them how to actually use the software to run their operations.This is a reactive, volume-driven seat by design. Your job is to keep response times fast, resolutions clean, and customers confident in the product. You are the person who picks up the phone, works the queue, and gets customers unstuck.You'll report directly to Sam Clayton, our COO, and sit inside a small but powerful revenue operations team where every person moves the needle. Brandon, our Head of Client Services and Solutions, will be your training and technical resource as you master the product and the customers who use it. The person closest to the tickets sees things the rest of us don't, and we want to hear it.What You'll Own From Day OneAssist product users and customer administrators through phone, email, and our ticketing system, responding quickly and professionallyTroubleshoot common issues, identify root causes, and guide customers through corrective stepsFollow documentation standards for every ticket so nothing gets lost between handoffsEscalate bugs and complex technical issues to the appropriate department with enough detail for them to act on itRun scheduled product trainings, one-on-one and small-group, covering how the software works and how customers get value from itSupport customer onboarding with product training and hands-on setup assistanceWrite and maintain knowledge base articles and FAQs so customers can solve more on their ownPerform data entry and account configuration tasks as assignedRelay customer feedback and recurring issue patterns to the sales, product, and development teamsUse AI daily to draft responses, summarize ticket patterns, and work fasterWhat We're Looking ForOne year minimum in a help desk, technical support, or technical customer service roleSuperior problem-solving instincts. You dig until you find the actual cause, not just the symptomExcellent phone and written communication. You can explain a technical concept to a non-technical customer without talking down to themStrong computer proficiency and broad technical comfortHigh focus on quality, detail, and customer satisfaction under real ticket volumeAbility to manage multiple priorities and prioritize effectively without being told what to work on nextGenuine comfort using AI as a working partner to move fast and handle volumeComfortable in a fast-paced, collaborative environmentFamiliarity with task management or operational software platforms is a plusWho You AreRelentless. You are focused on making progress every day, and you don't let a problem sit half-solved because it got hardReliable. Customers and teammates can count on what you say you'll do. Follow-through is not something you have to be reminded aboutResourceful. You are open to the best solution regardless of its source, and you'd rather find the answer than wait for someone to hand it to youYou ask detailed and specific questions, understand nuance, and challenge conventional wisdomYou care about the success of your customers, and you understand that what people say they want and what they actually want may differWhy This RoleCustomer support. You'll be the first responder to our customers' technical needs and requests, and the one who trains them on how to use our software.Part of our core team. You'll be in our weekly revenue operations meeting helping shape the processes and customer efforts we build, not just executing them.Improving how we help. When you see something missing or not serving customers the way it should, you'll help redesign it.Learn from operators. You'll work directly with our COO and our Head of Client Services and Solutions, two people who know this industry and the customers in it.Direct impact. On a lean team, your work is visible and it ties directly to the revenue success of the company.BenefitsRemote first, with occasional meetings in our Provo office34 PTO days per year (prorated at start date)7 paid holidays per yearMaternity and paternity leave availableMedical, dental, and vision401(k) with employer match
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