Product Support Specialist I (SaaS Support)

Location: Remote - United StatesWork Setting: Fully RemoteCompany: Confidential Technology CompanyHelp Professionals Succeed With Modern Business SoftwareWe are a fast-growing technology company that provides business management and marketing software solutions for construction and design professionals. We are seeking a Product Support Specialist I to support customers across the U.S. and Canada by delivering exceptional service and helping professionals maximize the value of the platform.This role is ideal for someone who enjoys solving problems, supporting customers, and helping users confidently navigate software solutions. You will assist professionals with subscription questions, software functionality, account management, and overall platform engagement while providing a high-quality customer experience.To be eligible for this role, candidates must reside permanently in one of the following states: AZ, AR, CA, CO, FL, GA, IN, IA, KY, MD, MI, MN, MO, NE, NV, NJ, NC, OH, OK, OR, PA, SC, TN, TX, UT, or WA.Your RoleAs a Product Support Specialist I, you will serve as a frontline resource for professionals using our software platform. You will respond to inbound calls and support requests, troubleshoot software-related questions, guide users through platform features, and help improve customer retention and software adoption.Success in this role requires strong communication skills, attention to detail, technical confidence, and a customer-first mindset. The ideal candidate is organized, adaptable, and thrives in a fast-paced, team-oriented support environment.Key ResponsibilitiesRespond to inbound calls and support cases while delivering exceptional customer serviceAssist professionals with SaaS platform questions, subscription support, and account managementHelp customers navigate software functionality and improve platform engagementSupport membership-related requests including upgrades, renewals, cancellations, and billing inquiriesCollaborate with internal teams to resolve escalated customer concernsConduct virtual software training sessions and walkthroughs via ZoomProvide guidance on profile optimization, marketing tools, and lead managementMaintain productivity and customer satisfaction KPIsEscalate complex issues to specialized support and account management teams when appropriateIdentify opportunities to improve customer retention and encourage product adoptionMaintain accurate documentation and follow-up communicationParticipate in ongoing software and product training sessionsQualifications6 months to 2 years of customer support, technical support, or subscription-based support experience preferredStrong customer service and relationship-building skillsExcellent written and verbal communication abilitiesComfortable troubleshooting software and navigating multiple systemsStrong listening skills with the ability to identify and resolve customer concernsOrganized and able to manage a high volume of requests in a fast-paced environmentTech-savvy and comfortable conducting virtual meetings and trainingsTeam-oriented mindset with a positive and adaptable attitudeDetail-oriented with strong follow-through and time management skillsCompensation & BenefitsFull-time, W-2 employmentHourly Pay:$22.83/hour for candidates located in California, Washington, and Oregon$20.55/hour for all other eligible statesBenefits IncludeMedical, dental, and vision coveragePaid Time Off (PTO)Home internet stipend401(k) retirement plans (Pre-Tax and Roth)Health Savings Account (HSA) with company contributionFlexible Spending Accounts (FSA)Maternity and paternity leave programsEmployee Assistance Program (EAP)Professional development reimbursementWellness and employee support programsWhy This OpportunityThis is an opportunity to join a mission-driven technology company supporting construction and design professionals through innovative business software solutions. It's an excellent fit for someone who enjoys helping customers succeed, solving technical problems, and working in a collaborative remote environment with growth potential.We are an equal opportunity employer and value diversity at all levels of the organization. All qualified applicants will receive consideration for employment without regard to any protected characteristic under applicable law.