Product Support Specialist

Talentoma; Georgia; Remote; USD 52,000 - 67,000; Full time

Benefits offered by this job

Health coverage

401(k)

Maternity leave

Bonus opportunities

Remote work

Job summary

Talentoma is seeking a Product Support Specialist to handle product questions, account access steps, and user-reported issues. This remote role sits on the product support team and collaborates with customers and internal teams to guide users confidently through solutions.

The position requires a 40-hour work week, flexibility in shift times, and relies on tools like Jira Service Management, TeamViewer, and Microsoft Entra ID to diagnose and resolve issues from Georgia, United States.

Qualifications

• Experience in product or software assistance is preferred.
• Ability to explain technical steps in clear, respectful language.
• Experience with IT help desks and remote support is a plus.

Responsibilities

• Monitor IT help desk requests via Jira Service Management, email, and phone.
• Verify customer details, product version, access status, and issue description before review.
• Ask follow-up questions and gather relevant screenshots or error messages.
• Guide customers through approved account access steps using Entra ID.
• Recreate reported behavior using approved test steps and compare to expected functionality.

Skills

Customer service

Technical explanation

Remote support

Education

High school diploma or equivalent

Tools

Jira Service Management

TeamViewer

Microsoft Entra ID

Windows 11

Job description

Monthly Pay: $4,696 - $6,000 USD per month

Summary:

Product questions, account access steps, and unexpected product behavior reports make up the daily work for this Product Support Specialist. The specialist reviews customer-reported technical issues, clarifies product features, and provides practical guidance that helps users continue their work with confidence. This role sits on the product support team and works under a product support team lead while partnering with customers, product specialists, and internal product contacts. This is a fully remote, work from home position based in Georgia, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities:

• Monitor incoming requests from an IT help desk such as Jira Service Management, email, and phone contacts, then identify the product area involved.
• Confirm customer contact details, product version, access status, and a clear description of the reported behavior before beginning review.
• Ask focused follow-up questions, gather relevant screenshots or error messages, and determine whether approved guidance can address the concern.
• Use an identity platform such as Microsoft Entra ID to review access details and guide customers through approved account access steps.
• Recreate reported product behavior using approved test steps, compare results with expected functionality, and identify useful details for further review.
• Use a remote support tool such as TeamViewer when appropriate to observe the issue, explain actions clearly, and help customers complete approved steps.
• Consult approved product guides and internal reference materials to provide accurate feature explanations, setup direction, and workaround options.
• Enter concise notes in an IT help desk such as Jira Service Management, including the issue summary, actions taken, customer guidance, and next step.
• Escalate unresolved, repeat, or higher-impact issues to the product support team lead or designated product contact with complete context.
• Maintain quality through accurate guidance, timely turnaround, complete notes, and reliable follow-up on open customer requests.

Qualifications:

• High school diploma or equivalent.
• About 1-2 years of related experience in product assistance, software assistance, or a similar customer-facing desk-based role preferred.
• Familiarity with investigating product behavior, account access concerns, feature questions, and common user-reported software issues.
• Working knowledge of an IT help desk such as Jira Service Management and organized request updates preferred.
• Comfort using a remote support tool such as TeamViewer and an operating system such as Windows 11 preferred.
• Familiarity with an identity platform such as Microsoft Entra ID and approved access support practices preferred.
• Ability to explain technical steps in clear, respectful language through written and spoken interactions.
• Ability to review details carefully, organize priorities across incoming requests, and provide dependable follow-up.
• Reliable computer, high-speed internet, and a quiet private workspace, with availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.
• Fully remote work from Georgia, United States.
• Structured onboarding and training on Jira Service Management, TeamViewer, Microsoft Entra ID, and Windows 11.
• Regular check-ins with the product support team lead.
• Skill building in product investigation, access guidance, software testing, and customer issue analysis.
• Health coverage, paid leave, a 401(k), maternity leave, and bonus opportunities.