Product Support Specialist

Job description

At **Viral Nation,** we specialize in building social-first ecosystems for brands to connect with the modern consumer journey. Our integrated solutions align strategy, talent, media, and technology with culturally relevant creativity to scale the world’s fastest-growing digital brands. Viral Nation offers a fluid, creative, and growth-oriented environment that will support your ambitions to apply your talents in an open, collaborative, and fast-paced culture. Our ability to stay at the forefront of the industry has fuelled our success and will guide us in paving the path forward. We’re driven to push boundaries and think beyond today to deliver strategies, and we’re just getting started. While we continuously exceed our goals, we need your help – our success is only as great as our people. Strong performance leads to high expectations, and we must keep raising the bar! **Position Overview:** Viral Nation is a fast-growing SaaS company that provides innovative solutions to help our customers achieve their business goals. We are rapidly building and launching products across a variety of market segments, for both enterprise customers and consumers. We are dedicated to providing exceptional customer experiences and building long-term relationships with our clients. As we continue to scale our business, the Product Support Specialist will ensure customer issues are being resolved in a timely manner and operational workflows are being followed. **Job Summary:** As a Product Support Specialist you will play a critical role in maintaining data accuracy and providing support to our Partners through data management. This role requires meticulous data entry skills through attention to detail, client service proficiency, and an unwavering commitment to ensuring data integrity. **Availability:** Flexible availability required, including weekdays and weekends (Monday–Sunday). **Shift Length:** Shifts range from 4–8 hours and are scheduled between 7:00 AM – 7:00 PM, depending on business needs. **Responsibilities:** - Accurately input and update data in accordance with established policies & procedures. - Verify data accuracy and consistency by cross-referencing it with source documents. - Assist in resolving data discrepancies and issues, ensuring timely resolution. - Work closely with your team to enhance data management processes and efficiency. - Maintain and organize databases for easy access and retrieval of critical information. - Stay up-to-date on product features and changes, and develop a deep understanding of our product and its capabilities. - Collaborate with cross-functional teams, including product and engineering, to resolve more complex customer issues. **Skills and Qualifications:** - 2+ years of experience in customer support or related fields, ideally in a SaaS or a technology company - A college degree or higher is required - Experience with hourly work and data entry required. - Exceptional communication skills, both written and verbal - Strong problem-solving and critical-thinking abilities - Customer-focused and empathetic approach to support - Ability to work alone or collaboratively in a team-based environment - Strong attention to detail and accuracy in record-keeping - Ability to manage multiple tasks simultaneously - Experience with operational data and data reporting workflows - Ability to learn new technologies quickly and independently **Compensation Philosophy:** At Viral Nation, compensation is structured, performance-led, and market-aligned. Pay decisions are intentional, based on role requirements, performance, and market alignment by country, and are set to maintain internal pay equity across comparable roles and levels. Compensation progression is tied to demonstrated performance, expanded scope, and sustained contribution over time, not tenure alone. Employee compensation is reviewed regularly through formal performance reviews and check-ins to ensure alignment with role expectations and impact. **AI in Recruitment:** Viral Nation does not use AI-enabled tools to screen, assess, rank, or select candidates – our hiring teams make all hiring decisions. AI note-taking tools may be used during interviews. **DEI Commitment:** Viral Nation is committed to diversity, equity and inclusion in our agency. Viral Nation welcomes applications from people with visible and non-visible disabilities. Accommodations are available on request for candidates taking part in all aspects of the recruiting and selection process.