Technical Product Support Specialist

Express Employment Professionals - South Colorado Springs; Colorado Springs (CO); On-site; USD 42,000 - 65,000; Full time

Benefits offered by this job

Training provided

Job summary

Express Employment Professionals - South Colorado Springs is seeking a Product Support Specialist to provide front-line phone and email support for users of web-based software. You will help customers navigate and troubleshoot MLS platforms, remotely assist with issues, and document interactions as you develop product knowledge.

The ideal candidate is tech-savvy, patient, and customer-focused, with strong communication skills.

Qualifications

• Experience in customer-facing roles or customer support.
• Strong communication and empathy with customers.
• Ability to troubleshoot problems and explain technical concepts clearly.
• Comfort with phone and email support and remote assistance.
• IT certifications are not required; training will be provided.

Responsibilities

• Provide front-line phone and email support to software users.
• Help customers navigate and troubleshoot web-based applications and MLS platforms.
• Remotely connect to users' computers to assist with issues.
• Ask questions to identify problems and guide users through solutions.
• Document interactions and follow established processes.
• Develop knowledge of supported products to become a resource for users.
• Collaborate with internal teams to resolve complex issues.

Skills

Customer service

Troubleshooting

Communication

Phone & email support

Tools

MLS platforms

Job description

Schedule: Monday-Friday | 7:30 AM-4:30 PM

Employment Type: Contract-to-Hire | Long-Term Opportunity

Start: ASAP

About the Opportunity

We are partnering with an established local organization to hire a Product Support Specialist who will provide front-line customer support for users of web-based software and technology products.

This is an excellent opportunity for someone who is tech-savvy, customer-focused, patient, and enjoys solving problems. This is not a traditional IT, desktop, or infrastructure support position. Instead, you'll become knowledgeable about specific software products and help end users successfully navigate and troubleshoot them.

The organization provides extensive training, so we're more interested in finding someone with the right combination of customer service skills, technical aptitude, and willingness to learn than someone with formal IT certifications.

What You'll Do

• Provide front-line phone and email support to software users.
• Help customers navigate and troubleshoot web-based applications and MLS platforms.
• Remotely connect to users' computers when needed to assist with troubleshooting.
• Ask effective questions to identify problems and walk users through solutions.
• Provide patient, professional support to customers with varying levels of technical experience.
• Document support interactions and follow established processes.
• Develop in-depth knowledge of supported products and become a trusted resource for end users.
• Partner with internal team members to resolve more complex issues when needed.

What We're Looking For

• Previous experience in customer support, product support, client services, software support, customer success, or another customer-facing role.
• Strong customer-service mentality with excellent patience, empathy, and communication skills.
• Ability to troubleshoot problems logically and explain technical information in an easy-to-understand way.
• Comfortable providing support by phone and email and remotely assisting users.
• Experience supporting an MLS or similar web-based platform is a plus but not required.
• Strong attention to detail and ability to learn new systems and processes.
• IT certifications are not required.

Training & Development

The company is committed to setting the right person up for success. The position begins with approximately 3-4 weeks of hands-on, one-on-one training, followed by continued shadowing and development.

Because you'll be learning specialized software products, the organization understands that becoming a true subject-matter expert takes time and anticipates a gradual ramp-up over the first several months.

Why Consider This Opportunity?

This is a contract-to-hire position with long-term career potential. You'll join an established team that invests heavily in training and development while gaining specialized experience supporting software and technology products.

Upon successful transition to direct employment, employees are eligible for a comprehensive benefits package with Medical, Dental, Vision, and a 401(k) wit company match.