Product Support Specialist

Pace-O-Matic • Duluth, GA

2d

About The Position

A Product Support Specialist acts as the key liaison between a company and its customers, providing technical support, troubleshooting, and product expertise to ensure user satisfaction. They resolve technical issues, create documentation, train users, and feed customer feedback to engineering teams to improve product quality.

Requirements

• Familiarity with software, hardware, or specific industry technology.
• Ability to troubleshoot complex issues under pressure.
• Clear, empathetic verbal and written communication for client interaction and documentation.
• Experience working across departments like sales, engineering, and marketing.

Responsibilities

• Diagnosing, documenting, and resolving technical issues via email, chat, or phone, acting as an escalation point for complex cases.
• Creating support documentation (FAQs, knowledge base articles) and conducting training sessions or webinars for customers and internal teams.
• Collaborating with product, engineering, and QA teams to report bugs, test new features, and share user feedback to drive product innovation.
• Maintaining deep knowledge of product functionality, limitations, and edge cases to provide accurate, high-quality assistance.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 11-50 employees