Product Support Representative

Job description

Accountabilities: Provide prompt, professional, and personalized technical support to customers through phone, email, and chat, ensuring a consistently high-quality experience. Build strong working knowledge of the product suite and the tax and accounting industry to confidently guide customers through questions and issues. Troubleshoot software and, where applicable, hardware-related problems using structured methodologies, resolving issues independently or escalating complex cases appropriately. Guide customers through clear, step-by-step solutions and confirm their understanding before closing inquiries. Maintain a customer satisfaction score of 90% or higher while meeting service, productivity, quality, and response-time expectations. Accurately document customer interactions, feedback, complaints, troubleshooting steps, and resolutions in the relevant systems. Manage customer follow-ups alongside new inquiries, ensuring open issues are tracked through to resolution. Collaborate with product development and other internal teams to communicate customer feedback, identify recurring issues, and contribute to product improvements. Stay informed about product updates, technology trends, internal resources, and support procedures to provide accurate and effective assistance. Protect confidential and sensitive customer information by consistently following data security, privacy, and organizational policies. Develop increasing independence through training, mentorship, self-directed learning, and proactive use of available resources. Participate in varying shifts or overtime when required, with availability across Monday–Friday operating hours from 10:30 AM to 7:00 PM. Requirements: At least 1 year of experience in a customer-facing role is preferred, ideally within tax, accounting, finance, SaaS, or another technology-focused environment. Proven experience in a technical support or customer support role, with the ability to troubleshoot software and hardware issues using structured problem-solving techniques. High school diploma or equivalent is required; an associate degree, equivalent professional experience, or bachelor’s degree in a relevant field is an advantage. Strong written and verbal communication skills, with the ability to explain technical information clearly and professionally to customers with different levels of technical knowledge. Experience supporting customers through multiple channels, including email, telephone, and live chat, is preferred. Strong organization and time-management skills, with the ability to manage follow-ups, prioritize competing requests, multitask, and meet service expectations. Comfortable using Microsoft Office and customer-support technologies such as Azure and Zendesk; previous SaaS experience is a plus. Demonstrated ability to learn independently, recognize areas for development, use available resources effectively, and ask for assistance when appropriate. High reliability, attention to detail, customer empathy, and a strong commitment to delivering positive customer outcomes. Ability to maintain confidentiality and handle sensitive customer information with integrity. Availability to work the required Monday–Friday schedule, including varying shifts and occasional overtime. This is a fully remote U.S. position. Candidates must be U.S. citizens or Green Card holders; visa sponsorship is not available. Benefits: Competitive compensation: Base salary range of approximately $36,800–$68,300 USD, depending on location, experience, skills, and other relevant factors. Performance opportunities: Eligibility for an annual bonus may be available based on individual and organizational performance. Remote flexibility: Fully remote work environment with flexible workplace policies designed to support work-life balance. Work-from-anywhere flexibility: Opportunity to work from anywhere for up to 8 weeks per year, subject to applicable policies. Health and insurance coverage: Comprehensive medical, dental, vision, disability, and life insurance programs. Retirement savings: Competitive 401(k) plan with company matching contributions. Paid time off: Flexible vacation, sick and safe paid time off, paid holidays, and additional company-wide mental health days. Family support: Parental leave, adoption and surrogacy assistance, and other family-oriented benefits. Wellbeing resources: Access to Headspace, Employee Assistance Programs, fitness reimbursement, and resources supporting mental, physical, and financial wellbeing. Professional development: Tuition reimbursement, learning and development programs, and skills-focused growth opportunities. Additional financial benefits: Flexible Spending and Health Savings Accounts, employee incentive programs, and access to an employee stock purchase plan. Community impact: Paid volunteer days and opportunities to participate in pro-bono consulting and environmental, social, and governance initiatives. Growth environment: A culture centered on customer focus, continuous learning, collaboration, innovation, and career development. How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Why Apply Through Jobgether? Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time. #LI-CL1 This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Product Support Representative based in the United States. This is a fully remote opportunity for a customer-focused professional who enjoys solving technical problems and helping users get the most from SaaS products. You’ll provide support across phone, email, and chat while developing deep knowledge of a specialized tax and accounting software platform. The role combines troubleshooting, customer education, documentation, and cross-functional collaboration. You’ll work closely with internal product and development teams to surface recurring issues and customer insights. Success means delivering accurate, efficient resolutions while maintaining a CSAT target of 90% or higher. As you grow, you’ll become increasingly independent and take greater ownership of customer relationships and complex inquiries.