Product Support Specialist

accessiBe; New York (NY); Remote; USD 80,000 - 100,000; Full time

Job summary

A leading web accessibility company is seeking a Technical Product Support Specialist in New York. The role involves addressing technical inquiries through various channels, troubleshooting issues, and collaborating with teams to improve customer satisfaction. Ideal candidates have 3-5+ years of experience in technical support and proficiency in web technologies like HTML, CSS, and JavaScript. This position offers a salary up to $100,000 and flexible remote work options.

Benefits

Salary up to $100,000

Career planning and growth opportunities

Flexibility to work remotely

Qualifications

• 3-5+ years of Technical Product Support experience is required.
• Hands-on experience with troubleshooting web-related issues essential.
• Strong time management and multitasking abilities needed.

Responsibilities

• Respond to technical inquiries through chat, email, and Zoom.
• Investigate and troubleshoot technical product issues.
• Collaborate with teams to enhance support workflows.

Skills

Technical Product Support experience

Troubleshooting web-related issues

Familiarity with HTML, CSS, JavaScript

Proficiency with chat and ticketing systems

Time management

Tools

Zendesk

Job description

Overview

Employer Industry: Web Accessibility Services

Why consider this job opportunity

• Salary up to $100,000, based on experience, skill set, and location
• Career planning and growth opportunities within the organization
• Flexibility to work remotely
• Be part of a mission-driven company that values diversity and inclusivity
• Opportunity to contribute significantly as a key employee in the world leader in online accessibility

What to Expect (Job Responsibilities)

• Respond to technical customer inquiries and requests through online chat, email, and Zoom with accuracy and empathy
• Investigate, triage, and troubleshoot technical product issues for the full product suite
• Maintain accurate and up-to-date knowledge databases
• Categorize and escalate technical issues to reduce ticket routing delays
• Collaborate with Customer Success, Product, and Engineering teams to enhance support workflows and customer satisfaction

What is Required (Qualifications)

• 3-5+ years of Technical Product Support experience
• Hands-on experience with inbound technical inquiries and troubleshooting web-related issues
• Familiarity with web technologies (HTML, CSS, JavaScript, and accessibility standards such as WCAG)
• Proficiency with chat and ticketing systems such as Zendesk or similar platforms
• Strong time management and multitasking abilities in fast-paced environments

How to Stand Out (Preferred Qualifications)

• Experience working in a web accessibility focused environment
• Knowledge of additional programming languages or frameworks
• Familiarity with customer relationship management tools
• Strong problem-solving skills and a proactive approach to challenges

#WebAccessibility #TechnicalSupport #RemoteWork #CareerGrowth #DiversityAndInclusion

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