Product Support Associate (Temporary)

equip; United States; Remote; USD 25,000 - 39,000; Full time

Benefits offered by this job

Medical, dental, vision coverage

Mental health resources

Optional 401(k)

Company laptop

Remote work

Job summary

equip is seeking a remote, 6-month full-time hourly Help Desk support professional in the United States to assist users on a software platform. You will respond to inquiries via phone, email, and chat, troubleshoot issues, and escalate as needed.

The role requires a 9 a.m.–5 p.m. Central Time schedule, strong communication skills, and the ability to work with stakeholders in a fast-changing environment. A 40-hour week with remote work and benefits is offered.

Qualifications

• Associate or bachelor’s degree, or equivalent experience.
• Availability for 9 a.m.–5 p.m. Central Time, with possible additional hours.
• Strong written and verbal communication skills and a service-oriented approach.
• Ability to work effectively with internal and external stakeholders.
• Careful attention to detail and consistency with established processes.
• Able to learn new technologies quickly and adapt in a fast-changing environment.

Responsibilities

• Respond promptly and courteously to users seeking help or reporting product problems.
• Investigate software and platform issues and guide users through troubleshooting.
• Assist with hardware and general software problems where needed.
• Escalate unresolved cases to appropriate colleagues and follow them through to resolution.
• Record reported issues, actions taken, and resolutions in the support ticketing system.
• Provide additional support duties as assigned and participate in after-hours or weekend coverage when required.

Skills

Communication skills

Customer service mindset

Stakeholder collaboration

Attention to detail

Education

Associate or Bachelor's degree

Tools

Ticketing system

Job description

Role overview

Provide day-to-day product support to people using a software platform, helping them resolve issues and get back to their work. This is a full-time, hourly temporary assignment for six months, with support delivered remotely through channels such as phone, email, and chat.

Responsibilities

• Respond promptly and courteously to users seeking help or reporting product problems.
• Investigate software and platform issues and guide users through troubleshooting.
• Assist with hardware and general software problems where needed.
• Escalate unresolved cases to appropriate colleagues or teams and follow them through to resolution.
• Record reported issues, actions taken, and resolutions in the support ticketing system.
• Provide additional support duties as assigned and participate in after-hours or weekend coverage when business needs require it.

Requirements

• Associate or bachelor’s degree, or equivalent experience.
• Availability for the stated 9 a.m.–5 p.m. Central Time schedule, with possible additional hours.
• Strong written and verbal communication skills and a professional, service-oriented approach.
• Ability to work effectively with both internal and external stakeholders.
• Careful attention to detail and consistency in following established processes.
• Able to learn new technologies quickly, think through unfamiliar problems, and work in a fast-changing environment.

Benefits and work setup

The assignment is 40 hours per week and fully remote, with no travel required. The listing specifies a schedule of Monday through Friday in 2026 and Tuesday through Saturday in 2027. Benefits listed include medical, dental, and vision coverage with employer contributions, mental health and employee assistance resources, a healthcare navigation service, an optional 401(k), and a company laptop.