Product Support Specialist
Virtual Vocations Inc
Seeking a skilled and customer-focused Product Support Specialist, the full-time remote position will manage customer support and issue resolution, handle critical incidents, and collaborate with engineering teams to ensure customer satisfaction and effective problem resolution. Key responsibilities Perform in-depth functional analysis and issue reproduction, driving resolution action plans to case closure Handle critical customer incidents and manage escalations while ensuring SLA commitments are met Interface with Engineering teams to coordinate diagnosis and delivery of fixes for complex incidents Required qualifications Bachelor's degree in Computer Science, Information Systems, or a related IT field, or equivalent experience Minimum 2 years of experience in Level 2 Customer Support in SaaS and/or On-Prem environments Proven ability to manage complex customer situations, including sensitive or critical cases Good working knowledge of databases and SQL Familiarity with case tracking tools such as Zendesk or Jira
Vacancy posted 2 days ago
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