Remote SaaS Product Support Specialist

Hanover Research; United States; Ibrido; USD 65.000 - 75.000; Tempo pieno

Vantaggi offerti da questo lavoro

Starting at 18+ days Paid Time Off

14 observed holidays

401(K) employer matching programs

Comprehensive health and dental

Wellness benefits with gym discounts

Community service opportunities

Unlimited snacks and beverages in the/

Descrizione del lavoro

Hanover Research is seeking a Product Support Specialist to join our Product team, serving as a primary contact for users across Hanover’s digital products. You will own day-to-day support, manage user/account requests, troubleshoot issues, and collaborate with Product & Engineering to improve user experience.

The role emphasizes solving user challenges, delivering a responsive support experience, and turning feedback into product insights while working with cross-functional teams in a hybrid

Competenze

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

Mansioni

• Serve as Tier 1 support for Hanover’s digital products
• Triage and respond to tickets promptly
• Troubleshoot login, access, permissions, licenses, content, and product functionality
• Escalate issues to Product/Engineering with clear docs
• Maintain FAQs and self-service resources
• Assist with user onboarding and account setup across products
• Support administration of user data across Salesforce, Strapi, and other platforms
• Track trends in support requests to inform product improvements
• Assist with product testing and validation of fixes
• Support product launches and user-related operational needs

Conoscenze

Customer support

Problem solving

Communication

Organization

Prioritization

Strumenti

Salesforce

Strapi

CRM systems

CMS platforms

Descrizione del lavoro

Hanover Research is seeking a Product Support Specialist to join our Product team, serving as a primary contact for users across Hanover’s digital products. You will own day-to-day support, manage user/account requests, troubleshoot issues, and collaborate with Product & Engineering to improve user experience.

The role emphasizes solving user challenges, delivering a responsive support experience, and turning feedback into product insights while working with cross-functional teams in a hybrid