Remote Product Support Specialist (SaaS & UX)

The Hanover Research Council; United States; Hybrid; USD 65,000 - 75,000; Full time

Benefits offered by this job

401K matching

Health and dental benefits

Paid time off

Paid holidays

Wellness programs

Unlimited snacks and beverages

Job summary

Hanover Research is seeking a Product Support Specialist to join our Product team and be a primary contact for users across our digital products. You will troubleshoot issues, support onboarding, and help turn feedback into product improvements.

You will work with Product, Engineering, and other teams to resolve issues, improve user experience, and maintain self-service resources, all while developing experience in product operations and digital product management.

Qualifications

• 2+ years of experience in customer support, tier 1 technical support, product support, SaaS administration, or related field.
• Strong problem-solving and troubleshooting skills.
• Excellent written and verbal communication skills.
• Strong organizational skills and attention to detail.
• Ability to manage multiple support requests and priorities simultaneously.
• Comfortable learning across multiple software platforms (CRMs, CMS).
• Independent problem investigation and clear next steps.

Responsibilities

• Serve as a Tier 1, primary point of contact for user questions and support requests.
• Represent Hanover with professionalism and ensure an exceptional experience.
• Monitor, triage, and respond to support tickets promptly.
• Troubleshoot login, access, permissions, licenses, content, and product functionality.
• Provide clear instructions and follow up to resolve issues.
• Escalate technical issues to Product and Engineering with documentation.
• Maintain FAQs, help docs, and self-service materials.
• Assist with user onboarding, account setup, and permissions across products.
• Support administration across Salesforce, Strapi, and other platforms.
• Help troubleshoot licenses, entitlements, and user data discrepancies.
• Support product launches and operational needs.

Skills

Customer support

Tier 1 technical support

SaaS administration

Product operations

Digital product support

Cross-functional collaboration

Tools

Salesforce

Strapi

CRM systems

CMS platforms

Job description

Hanover Research is seeking a Product Support Specialist to join our Product team and be a primary contact for users across our digital products. You will troubleshoot issues, support onboarding, and help turn feedback into product improvements.

You will work with Product, Engineering, and other teams to resolve issues, improve user experience, and maintain self-service resources, all while developing experience in product operations and digital product management.