Technical Support Specialist — SaaS & Product Expert

Bloomberg Industry Group; Arlington (VA); On-site; USD 63,000 - 97,000; Full time

Job summary

Bloomberg Industry Group is seeking a Technical Support Specialist I to provide first-line product support by independently managing customer inquiries, troubleshooting issues, and delivering timely resolutions.

You will collaborate with cross-functional teams, document issues, and contribute to knowledge bases while participating in product launches and after-hours support as needed.

Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• 3–5 years of client support or technical support experience.
• Excellent troubleshooting and analytical skills.
• Strong written and verbal communication skills.
• Experience supporting SaaS or enterprise software preferred.
• Ability to manage multiple priorities while delivering exceptional customer service.

Responsibilities

• Independently manage customer support requests from initial contact through resolution.
• Troubleshoot product functionality, workflow, and configuration issues across assigned Bloomberg Industry Group products.
• Deliver support through phone, email, live chat, and virtual meetings.
• Research, analyze, and resolve customer issues while meeting established service levels.
• Identify reproducible software defects and submit detailed documentation to Product and Engineering teams.
• Escalate complex product or technical issues requiring advanced expertise.
• Provide customers with product guidance, best practices, and feature recommendations.
• Collaborate with Product Management, Engineering, Customer Success, Professional Services, and Sales to resolve customer issues.
• Maintain accurate customer records and case documentation.
• Contribute to internal knowledge articles and support documentation.
• Participate in product launches, testing activities, and after-hours support when required.

Skills

Troubleshooting

Communication

Time management

Customer service

Education

Bachelor's degree

Job description

Bloomberg Industry Group is seeking a Technical Support Specialist I to provide first-line product support by independently managing customer inquiries, troubleshooting issues, and delivering timely resolutions.

You will collaborate with cross-functional teams, document issues, and contribute to knowledge bases while participating in product launches and after-hours support as needed.