Empathy-Driven Product Support Specialist

Aline; Kentucky; On-site; USD 42,000 - 64,000; Full time

Job summary

Aline is seeking a Product Support Specialist to ensure timely support and solutions for software users within our care-focused platform. The role emphasizes empathy-based customer experience and escalation management in a fast-paced environment.

You will resolve complex inquiries, coordinate with internal teams, and maintain knowledge base articles while supporting customers via phone and email, including weekends as needed.

Qualifications

• Associates or bachelor’s degree, or proven experience in customer support/service or technical support/software analysis required; 1 to 2 years.
• Proficiency in troubleshooting complex software issues.
• Familiarity with relational databases and SQL fundamentals.
• Strong time management skills.
• Tenacity in pursuing problem solving and thinking critically.
• Adaptability, willingness to learn, and self-motivated.
• Proficiency in MS Office products, especially Outlook, PowerPoint, Word and Excel.
• Empathy, calming presence, and the ability to read customers.
• Conflict Resolution: Ability to de-escalate and find solutions diplomatically.

Responsibilities

• Further classify, understand, document, and resolve customer support inquiries.
• Provides support, education, and coordination for internal and external users.
• Maintains responsibility for customer support tickets until they are resolved.
• Configures and troubleshoots software solutions according to customer specifications and procedures.
• Provides recommendations to prevent recurrence of issues and reduce implementation/support efforts.
• Escalates support issues to development teams as needed.
• Enters and updates support activities, tickets, and knowledgebase articles.
• Maintains knowledge of relevant best practices and procedures.
• Participates in customer experience/onboarding projects and data preparation.
• Provides phone and email support on weekends and after hours as needed.
• Obtains a high level of understanding in one or more product verticals.
• Meets or exceeds performance metrics like ticket resolution time and CSAT.
• Maintains a positive and professional demeanor in all interactions.

Skills

Troubleshooting

SQL basics

Time management

Empathy

MS Office

Education

Associate or Bachelor’s degree

Tools

Outlook

Word

Excel

PowerPoint

Job description

Aline is seeking a Product Support Specialist to ensure timely support and solutions for software users within our care-focused platform. The role emphasizes empathy-based customer experience and escalation management in a fast-paced environment.

You will resolve complex inquiries, coordinate with internal teams, and maintain knowledge base articles while supporting customers via phone and email, including weekends as needed.