Product Support Specialist

3 days ago

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Relocity, Inc.

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Mobilizing today's talent.

Talent Mobility • Global Mobility • HR Tech • Relocation • Destination Service

201 - 500

Description

• Relocity is reimagining the global mobility experience. • Provide Product Support & Quality Assurance. • Maintain and enhance the quality of our software products and services. • Support the Relocity Platform with expert customer support for product inquiries. • Collaborate with Engineering to identify and track software defects. • Create, execute, and manage test plans and test cases in a fast-paced environment. • Troubleshoot issues, ensuring high-quality standards are met. • Participate in design reviews, and special projects for improving user experience.

Requirements

• Minimum of 2-4 years of experience in technical support or customer service, preferably in a SaaS environment. • Ability to provide remote technical support to customers across multiple time zones. • Exceptional verbal, written, and interpersonal communication skills. • Ability to handle customer inquiries with patience, empathy, and a customer-first mindset. • Strong ability to understand the user perspective, identifying potential issues and recommending solutions that improve user experience. • Experience managing customer relationships and providing support across multiple channels (email, chat, and video call). • Proven ability to manage multiple priorities, support tickets, and testing projects simultaneously. • Excellent problem-solving and troubleshooting skills. • Ability to collaborate with cross-functional teams, such as engineering or product development, to resolve customer issues. • Experience identifying, documenting, and tracking software bugs, product enhancements, or usability improvements. • Experience troubleshooting web-based software, including browser settings, network issues, and API integrations. • Familiarity with common help desk platforms and support tools, such as Intercom, Jira, or Testmo. • Knowledge of SQL, HTML, CSS, or other scripting languages is a plus. • Familiarity with Agile frameworks and regression testing. • Strong ability to document and troubleshoot errors. • Attention to detail and an analytical mind with strong problem-solving aptitude. • Understanding of the software development lifecycle, software release, and deployment. • Flexibility with work schedules, including availability for occasional evening, weekend, or holiday shifts. • Bachelor's degree required; a major or minor in Computer Science, Information Technology, or a related field is preferred.

Benefits

• Competitive Compensation • Paid Time Off • Paid Parental Leave • Remote Workplace • Flexible Work Schedules • Health, Dental, Vision, LTD Insurance • 401(k) • Professional Development Opportunities