Product Support Specialist

Insight Global; Sarasota (FL); On-site; USD 50,000 - 55,000; Full time

Job summary

Insight Global in Sarasota, FL seeks a Product Support Specialist to serve as the primary technical resource for customers and internal teams. You will troubleshoot product issues, respond to inquiries via phone, email, chat, and ticketing systems, and document interactions and resolutions in CRM.

This role emphasizes collaboration with Product, Quality, and Engineering to drive product improvements. A base salary of $50,000–$55,000 is offered, with opportunities for training and growth.

Qualifications

• 2+ years of experience in customer service or related customer-facing role.

Responsibilities

• Provide product and application support via phone, email, chat, and support ticketing systems.
• Document customer interactions and resolutions in CRM.
• Escalate complex issues to Product, Quality, or Engineering when needed.
• Create and maintain FAQs and knowledge-base articles; contribute to training materials.
• Collaborate with Product, Sales, Marketing, Quality, Engineering, IT and other teams to improve the customer experience.

Skills

Customer service experience

Technical support

Communication skills

Ticketing systems

CRM software

ERP systems

Documentation

Education

Bachelor’s degree in a Science or Engineering-related field, or equivalent relevant experience

Tools

CRM software

Support ticketing systems

ERP systems

Microsoft Office

Knowledge base tools

Job description

• 2+ years of experience in customer service, technical support, product support, or a related customer-facing role
• Bachelor’s degree in a Science or Engineering-related field, or equivalent relevant experience
• Experience troubleshooting technical or product-related issues and communicating solutions to customers
• Strong written and verbal communication skills with the ability to explain technical information clearly
• Experience with CRM software and/or customer support ticketing systems
• Ability to accurately document customer interactions, technical issues, troubleshooting steps, and resolutions
• General working knowledge of ERP systems
• Ability to read, analyze, interpret, and create technical procedures and documentation
• Working knowledge of common scientific and engineering terminology
• Strong problem-solving skills with the ability to collect information, identify root causes, and develop solutions
• Strong organizational skills and proficiency with Microsoft Office
• Ability to work cross-functionally with Product, Sales, Marketing, Quality, Engineering, Supply Chain, and IT teams
• Ability to work onsite in Sarasota, FL Monday through Friday during standard business hours

Nice to Have Skills

• Experience supporting scientific, laboratory, instrumentation, water analysis, or other technical products
• Experience providing post-sale product support and customer training
• Experience creating FAQs, knowledge-base articles, troubleshooting guides, or technical support documentation
• Experience supporting new product launches and internal product training
• Experience maintaining product master data, technical specifications, and product information
• Experience working with Quality Management or product non-conformance processes
• Experience generating reports around support tickets, recurring technical issues, warranty information, or customer trends
• Experience identifying and communicating sales leads or customer opportunities discovered during support interactions
• Experience supporting process improvement, product governance, or automation initiatives
• Multilingual capabilities, particularly Spanish

Day-to-Day Responsibilities

The Product Support Specialist will serve as a primary technical resource for customers and internal teams, providing product and application support through phone, email, chat, and support ticketing systems. This individual will troubleshoot product issues, answer technical questions, document customer interactions and resolutions, and elevate more complex issues to Product, Quality, or Engineering when needed. They will maintain accurate CRM and support records, assist with product non-conformance communication, monitor recurring technical and warranty trends, and develop reports for management. The Product Support Specialist will also create and maintain FAQs, knowledge-based articles, technical documentation, product master data, and training materials while conducting post-sale customer training and internal employee training. They will collaborate closely with Product, Sales, Marketing, Quality, Engineering, IT, and other teams to improve the customer experience, identify product improvements, and strengthen product data and support processes. This role is offering a base salary of $50,000-$55,000 based on years of experience.