Remote Product Support Specialist - Cybersecurity SaaS

Black Kite; Rhode Island; On-site; USD 60,000 - 75,000; Full time

Job summary

Black Kite is seeking a Product Support Specialist to be the front line of the customer experience. You’ll become a product expert, troubleshooting real problems for customers and turning every interaction into trust in the Black Kite platform.

This hands-on role sits on a growing team with exposure to how a market-leading TPCRM platform runs day to day, and real room to grow your cybersecurity career. You’ll deliver fast, high-quality support via Zendesk and email, and help manage content in

Qualifications

• Front-line support experience for a SaaS product.
• Strong customer service background with clear communication.
• Ability to troubleshoot and explain issues to clients.

Responsibilities

• Partner directly with the Product Support Specialist II and Manager, owning assigned tasks from start to finish
• Deliver fast, high-quality, personalized support to customers via Zendesk and email
• Drive high satisfaction scores through quick, thorough replies and resolutions
• Build deep, hands-on expertise across the Black Kite platform
• Route customers to the right internal team quickly and accurately
• Spot friction points and flag product improvements that make the platform easier to useMaintain and update reporting systems to track trends and performance
• Help manage and refresh content in Black Kite's Product Help portal

Skills

SaaS support

Customer service

Troubleshooting

Communication

Zendesk

Tools

Zendesk

Job description

Black Kite is seeking a Product Support Specialist to be the front line of the customer experience. You’ll become a product expert, troubleshooting real problems for customers and turning every interaction into trust in the Black Kite platform.

This hands-on role sits on a growing team with exposure to how a market-leading TPCRM platform runs day to day, and real room to grow your cybersecurity career. You’ll deliver fast, high-quality support via Zendesk and email, and help manage content in