Product Support Specialist

🔥 9 minutes ago

🇺🇸 United States – Remote

💵 $65k - $75k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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Hanover Research

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2003

💼 Consulting

🏥 Healthcare

📣 Marketing

Consulting • Healthcare • Marketing

Hanover Research is a custom research and analytics firm that provides high-quality, cost-effective services to clients in corporate, education, and healthcare sectors. The company helps organizations make informed decisions, identify opportunities, and improve operational effectiveness through its expert team that delivers tailored research solutions and insights from data analysis, surveys, and strategic advising.

📋 Description

• Serve as a Tier 1 primary point of contact for user questions and support requests across Hanover's digital products • Represent Hanover and its digital products professionally and consistently in interactions with clients and internal stakeholders • Monitor, triage, and respond to support tickets • Troubleshoot login, access, user account, permission, license, content, and product functionality issues • Provide clear instructions and solutions and follow up to ensure resolution • Escalate technical issues and potential product defects to Product and Engineering with clear documentation • Maintain and improve FAQs, help documentation, support resources, and self-service materials • Assist with user onboarding, account setup, access, permissions, and account changes • Administer user and account information across Salesforce, Strapi, and other product platforms • Identify and resolve discrepancies in user or account data • Support product launches, enhancements, and operational changes • Track support trends and provide feedback on recurring issues, usability challenges, and product improvements • Assist with product testing, user acceptance testing, and validation of fixes and new functionality • Maintain operational processes and documentation • Assist with product analytics and reporting • Participate in product launches and initiatives requiring user support

🎯 Requirements

• 2+ years of experience in customer support, tier 1 technical support, product support, SaaS administration, product operations, or a related field • Strong problem-solving and troubleshooting skills • Excellent written and verbal communication skills • Strong organizational skills and attention to detail • Ability to manage multiple support requests and priorities simultaneously • Comfortable learning and working across multiple software platforms such as Customer Relationship Management Systems (CRMs) and Content Management Systems (CMS) • Ability to independently investigate problems and determine appropriate next steps • Strong customer-service mindset and ability to communicate effectively with both technical and non-technical audiences • Participate in product team meetings (on-camera) and other cross-team discussions on product issues or development as necessary • Experience supporting a SaaS product, client portal, or other web-based application • Experience with Salesforce, Strapi, CRM systems, CMS platforms, or similar tools • Experience working with ticketing/support platforms; preferably platforms with AI capabilities • Familiarity with software development processes and ability to communicate effectively with Engineering teams • Experience with product testing or user acceptance testing • Interest in product management, product operations, or digital product development

🏖️ Benefits

• Starting at 18+ days Paid Time Off • 14 observed holidays, including Juneteenth, Indigenous People Day and personal floating days • 401(K) employer matching programs • Comprehensive health and dental benefits package • Health and wellness packages with discounts to local gym • Community service opportunities • Unlimited snacks and beverages in office • Retirement benefits • Wellness benefits • Medical coverage for employees or dependents