Product Support Specialist (Part-time)

Global Media Outreach

108d•Remote

About The Position

The Product Support Specialist is a part-time, benefit-eligible (excluding medical benefits) role within the Support Team, responsible for executing Tier 2 product support and ensuring our Help Desk operates effectively across all support tiers. This role provides guided user support, identifies recurring patterns in user issues, and contributes to continuous improvement of product workflows, documentation, and support processes. This role reports to the Director of Support and collaborates closely with Help Desk Volunteers (Tier 1), Quality Assurance & Product (Tier 3), and Engineering & Development (Tier 4)

Requirements

2-3 years of experience in help desk, technical support, or product support
Experience using product support or ticketing systems (e.g., ClickUp, Zendesk, ServiceNow, Freshdesk).
Familiarity with knowledge base and self-help documentation tools.
Strong troubleshooting skills for moderately complex technical issues.
Ability to understand technical concepts and explain them in clear, user-friendly language.
Familiarity with common operating systems, software applications, and basic networking concepts.
Ability and willingness to develop expert-level knowledge of proprietary software platforms.
Experience using screen-sharing tools for remote user support.
Excellent written communication skills for bug reports, KB articles, and user guides.
Strong verbal communication skills for guided support and cross-functional collaboration.
Ability to work independently and as part of a team.
Strong problem-solving and analytical skills to identify recurring issues and improvement opportunities.
Calm, empathetic approach to supporting users with varying levels of technical proficiency.
25 hours per week
This position is fully remote.
Only U.S.-based applicants will be considered.
Applicants must be authorized to work in the U.S.
Alignment with our Statement of Faith is required.

Nice To Haves

Experience supporting proprietary or custom software platforms.
Familiarity with QA testing processes and production validation.
Experience working with volunteer-based or nonprofit support environments.
Exposure to product support, product operations, or product management workflows.
Ability to identify systemic issues and recommend longer-term solutions.

Responsibilities

Provide Tier 2 support functions as outlined in the Product Support workflow.
Develop and maintain expert-level knowledge of the proprietary digital platform.
Diagnose and resolve moderately complex user issues using guided support techniques.
Manage, validate, and enrich tickets submitted by Super-Users and Tier 1 Help Desk volunteers.
Identify recurring issue trends and escalate appropriately.
Provide input to Tier 3 for more complex or systemic issues.
Communicate effectively with Tier 4 Engineering & Development teams as needed.
Oversee and support multilingual Tier 1 Help Desk volunteers.
Serve as the primary escalation point for unresolved Tier 1 issues.
Guide and assist volunteers with issue diagnosis and proper escalation.
Ensure volunteers are trained, equipped, and resourced to fulfill Tier 1 responsibilities effectively.
Reinforce role boundaries and escalation criteria for volunteers.
Contribute to the smooth operation of the Product Support workflow across Tiers 1–4.
Collaborate effectively with Product, Engineering, QA, and Technical Solutions teams.
Ensure clear documentation, handoffs, and communication across all support tiers.
Guide users through workflows using screen-sharing and step-by-step support.
Identify recurring user errors and provide corrective guidance.
Escalate recurring user errors to Tier 3 when they indicate broader usability or product issues.
Provide users with deeper explanations and links to advanced documentation.
Draft, update, and manage Knowledge Base (KB) articles and advanced user guides.
Identify documentation gaps and escalate unmet information needs to Tier 3 when new KB or FAQs are required.
Validate reported issues and reproduce bugs.
Create detailed bug reports, including replication steps and contextual details.
Escalate validated bugs to Tier 3 or append to existing bug reports.
Collaborate with Tier 4 Engineering and QA to test fixes.
Verify bug resolution in Production and communicate outcomes to users and volunteers.
Document feature requests thoroughly and clearly.
Escalate validated feature requests to Tier 3 (Product Team).
Clarify user use cases and business context for submitted feature requests.
Identify patterns across feature requests and suggest longer-term product or workflow improvements.