Remote Product Support Specialist

LE002 The Hanover Research Council LLC; United States; Remote; USD 65,000 - 75,000; Full time

Benefits offered by this job

Health benefits

401K matching

Paid time off

Remote-friendly policy

Wellness program

Job summary

Hanover Research is seeking a Product Support Specialist to join our Product team. You will be a key contact for users, help clients and internal teams derive value from digital products, and ensure a responsive support experience.

You will own day-to-day support, troubleshoot issues, and partner with Product and Engineering to improve user experience. You will also assist with onboarding, user administration, and maintaining self-service resources while tracking trends to inform product

Qualifications

• 2+ years in customer support, tier 1 tech support or SaaS operations.
• Strong problem-solving and troubleshooting skills.
• Excellent written and verbal communication.
• Able to manage multiple requests with attention to detail.
• Experience with CRMs and CMS platforms and cross-team collaboration.

Responsibilities

• Serve as Tier 1 contact for user questions across Hanover's digital products.
• Triage, respond to support tickets, and help users resolve issues.
• Troubleshoot login, access, permissions, licenses, and content problems.
• Maintain FAQs and self-service resources for users.
• Assist with onboarding and administration of user accounts and data.
• Collaborate with Product and Engineering to improve user experience.

Skills

Customer support

Tier 1 support

SaaS administration

Product operations

CRM systems

CMS platforms

Strong communication

Problem-solving

Multitasking

Tools

Salesforce

Strapi

CRM platforms

CMS platforms

Ticketing systems

Job description

Hanover Research is seeking a Product Support Specialist to join our Product team. You will be a key contact for users, help clients and internal teams derive value from digital products, and ensure a responsive support experience.

You will own day-to-day support, troubleshoot issues, and partner with Product and Engineering to improve user experience. You will also assist with onboarding, user administration, and maintaining self-service resources while tracking trends to inform product