Product Support Specialist

🔥 1 minute ago

🇺🇸 United States – Remote

💵 $80k - $90k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Foundation Source

WebsiteLinkedInAll Job Openings

201 - 500 employees

💼 Consulting

⚖️ Legal

🛡️ Insurance

Consulting • Legal • Insurance

Foundation Source is the nation’s largest provider of foundation management services, dedicated to empowering individuals and companies to create a better world through philanthropy. The company offers a configurable suite of administrative, compliance, and advisory solutions tailored for private foundations. With a focus on innovative technology and philanthropic expertise, Foundation Source has supported over 2,000 unique foundations and facilitated more than $10 billion in charitable aid, maintaining a remarkable 98% client retention rate.

📋 Description

• Own intake and triage of tickets in Salesforce, Zendesk, and/or Intercom • Replicate issues as the first troubleshooting step • Assign severity and priority according to the team's SLA matrix • Maintain accurate ticket status • Investigate issues through resolution or prepare well-researched escalations to Engineering, DevOps, or other technical teams • Provide timely and substantive first responses to internal and external customers • Keep customers informed throughout the ticket lifecycle • Meet team KPIs for Time to First Response and Time to Resolution • Build relationships with internal and external clients and understand the business impact of issues • Create and maintain multimedia help-center resources and the Product Support Team's knowledge base • Identify and contribute to team and tool improvements based on ticket data and experiences • Guide customers through product functionality, workflows, and best practices • Contribute to product-feature and self-service resources to reduce repeat tickets • Escalate technically complex issues to Technical Support Engineers with complete documentation

🎯 Requirements

• 2+ years of experience in a customer support, help desk, or product support role, ideally supporting a SaaS product • Strong written and verbal communication skills • Experience with Zendesk, Salesforce, Jira, Intercom, and/or Confluence • Beginner-to-intermediate knowledge of BI Reporting platforms • Beginner-to-intermediate knowledge of databases and SQL queries • Experience managing ticket volume across multiple ticketing systems • Strong prioritization and organizational habits • Bachelor's degree in Computer Science, Data Analytics, Information Technology, or another related field is preferred • Dedicated, distraction-free workspace for remote work • Reliable high-speed internet connection • Ability to occasionally lift and/or move up to 15 pounds

🏖️ Benefits

• Fully remote work arrangement • Dedicated workspace/home office requirement for remote work • Reliable high-speed internet for work-related technology • Reasonable accommodations for individuals with disabilities • Equal employment opportunity