Job Title: Product Support Specialist
Location: Remote
Employment Type: Full-time
Experience Level: 1–3 years (entry to mid-level)
About the Role:
We are looking for a detail-oriented and tech-savvy Product Support Specialist to join our growing team. This role demands a unique blend of analytical thinking, communication skills, and hands-on experience with modern data and productivity tools. You will act as a key bridge between users, internal teams, and our product, ensuring smooth onboarding, troubleshooting, and resolution of issues while providing valuable insights to enhance user experience.
Key Responsibilities:
- Act as the first point of contact for customer and internal queries related to the product.
- Provide hands-on support to users by troubleshooting issues and offering practical solutions.
- Create and maintain clear documentation for FAQs, user guides, and process flows.
- Analyze data to identify usage patterns and generate actionable insights.
- Assist in developing performance reports using tools like Power BI, Tableau, Excel, and SQL.
- Use ML models (basic understanding is sufficient) to support predictions, tagging, or categorization tasks under supervision.
- Leverage tools like ChatGPT, Claude, Gemini, and Perplexity to improve productivity and support quality.
- Collaborate with the marketing/design team using Canva and Google Spreadsheets for reporting or presentations.
- Offer training and onboarding support for new clients or internal team members on product functionalities.
- Provided real-time support for Zoom-based live classes and webinars.
- Developed and uploaded learning content, scheduled sessions, and ensured smooth platform operation.
- Maintained computer systems, LMS access, and resolved technical issues on-site.
- Assisted trainers in using EdTech tools effectively.
Required Skills & Qualifications:
- Python: Basic to intermediate proficiency, ability to run scripts and analyze data.
- Power BI and/or Tableau: Hands-on experience building dashboards or generating reports.
- SQL: Ability to utilize SQL for data extraction and analysis.
- MS Excel: Intermediate-level knowledge including functions, pivot tables, lookups, etc.
- Machine Learning: Basic understanding of concepts and ability to interpret model outputs.
- Communication: Strong verbal and written communication skills; ability to explain technical concepts in simple terms.
Preferred Tools (Priority Considered for Active Users):
- AI Productivity: ChatGPT, Google Gemini, Claude, Perplexity
- Design: Canva
- Collaboration: Google Sheets
Additional Advantages:
- Portfolio or repositories hosted on GitHub demonstrating projects, contributions, or technical exercises.
- Prior experience in a product, technical support, or client-facing role.
- Demonstrated ability to work in a fast-paced, team-oriented environment.
What We Offer:
- A dynamic and inclusive work culture.
- Opportunities to learn cutting-edge tools and technologies.
- Flexible working hours and remote options.
- Supportive leadership and mentorship for career growth.
To apply, please share your updated resume and any GitHub/portfolio links (if available).
We encourage applicants who are passionate about tech and support to apply, even if they don’t meet 100% of the criteria.