Remote Cloud Product Support Specialist

WIN Home Inspection; United States; Remote; USD 55,000 - 85,000; Full time

Benefits offered by this job

100% remote work

Collaborative culture

Growth opportunities

Job summary

WIN Home Inspection is seeking a Product Support Specialist to help users of our cloud-based applications navigate features, troubleshoot issues, and maximize product value. You will become a Subject Matter Expert across WIN's platforms and document knowledge for scalable support.

The role emphasizes user empathy, strong communication, and the use of AI tools to speed research and issue resolution. Remote work with US teams is available.

Qualifications

• 2-5 years of experience in Product Support, Application Support, SaaS Support, or a similar role.
• Strong ability to understand software products, business workflows, and application functionality.
• Hands-on experience with ticketing, help desk, CRM, or knowledge management platforms.
• Comfortable using AI tools such as ChatGPT, Copilot, Gemini, or similar tools to research, summarize, document, and manage work more efficiently.
• Strong curiosity and willingness to experiment with new AI tools, technologies, and more efficient ways of working.
• Excellent analytical, troubleshooting, and problem-solving skills with the ability to investigate issues systematically.
• Strong user empathy and the ability to understand problems from the user's perspective.
• Excellent verbal and written communication skills in English, with the ability to explain complex concepts in simple language.
• Ability to create clear and structured product documentation, FAQs, and knowledge-base content.

Responsibilities

• Develop deep product and business knowledge to become a Subject Matter Expert across WIN's cloud-based applications and platforms.
• Support users by understanding their needs, answering questions, and helping them navigate and utilize applications.
• Troubleshoot product and application issues, identify root causes, and provide timely resolutions.
• Configure cloud-based applications and product settings based on user and business requirements.
• Manage and prioritize requests through the ticketing system with timely follow-up and accurate resolution.
• Use AI and productivity tools to accelerate issue research and improve support quality and speed.
• Identify recurring questions and pain points to suggest product and process improvements.
• Create and maintain product guides, FAQs, and knowledge-base articles.
• Leverage AI to organize knowledge content, ensuring accuracy and relevance for users.
• Support new product features by testing, documenting, and helping users adopt changes.
• Communicate resolutions and guidance clearly to users and stakeholders in simple terms.
• Collaborate with Product, Engineering, Operations, and cross-functional teams to elevate issues and collect feedback.

Skills

Ticketing systems

Help desk

CRM platforms

AI tools usage

Analytical thinking

Tools

ChatGPT

Copilot

Gemini

Knowledge management systems

Job description

WIN Home Inspection is seeking a Product Support Specialist to help users of our cloud-based applications navigate features, troubleshoot issues, and maximize product value. You will become a Subject Matter Expert across WIN's platforms and document knowledge for scalable support.

The role emphasizes user empathy, strong communication, and the use of AI tools to speed research and issue resolution. Remote work with US teams is available.