Product Support Specialist I

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

Job summary

Insight Global in Sarasota, FL is seeking a Product Support Specialist to serve as a primary technical resource for customers and internal teams. You will provide product and application support via phone, email, chat, and ticketing systems, troubleshoot issues, document interactions, and escalate complex problems to Product, Quality, or Engineering.

The role involves maintaining accurate CRM records, contributing to FAQs and training materials, and collaborating with Product, Sales, Marketing,

Qualifications

• 2+ years in customer service or technical support
• Bachelor’s degree in a Science or Engineering field or equivalent experience
• Ability to troubleshoot technical issues and explain solutions
• Strong written and verbal communication skills
• Experience with CRM and ticketing systems
• Good documentation and reporting abilities
• Onsite in Sarasota, FL during business hours
• Experience with scientific/technical products
• Post-sale training experience
• Knowledge of product governance or QA processes

Responsibilities

• Provide product and application support via phone, email, chat, and tickets
• Troubleshoot issues, document resolutions, and escalate when needed
• Maintain CRM and support records and generate reports
• Create FAQs, knowledge-base articles, and training materials
• Collaborate with Product, Sales, Marketing, Quality, Engineering, IT
• Conduct post-sale customer training

Skills

Customer service

Technical troubleshooting

Written & verbal communication

Documentation

Cross-functional collaboration

Spanish (multilingual)

Education

Bachelor's degree in Science/Engineering

Tools

CRM software

Support ticketing systems

ERP systems

Job description

Job Description

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 escalate 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-base 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.

Skills and Requirements

• 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
• 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

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [e-mail].