Product Support Specialist

Company DescriptionSadie Blue Software LLC is the creator of Agility Blue, a cloud-based legal project management software designed to enhance team organization, communication, and project efficiency. Agility Blue provides real-time visibility and access to all project details, from creation to billing and reporting, supporting faster and more accurate project completion. Focused on streamlining workflows and improving profitability, our user-friendly platform is trusted by law firms and businesses to optimize their operational success.Position Summary The Product Support Specialist is a primary point of contact for our clients, helping them successfully use the Agility Blue platform in their day-to-day work. This role focuses on guiding users, solving problems, and helping clients design effective workflows that align with their needs. You’ll work closely with clients to answer questions, troubleshoot issues, and ensure they are getting maximum value from the platform—while partnering with internal teams to continuously improve the product experience. This is a fully remote position, requiring the ability to work independently while staying highly responsive and connected with teammates around the country.  Key Responsibilities Customer Support Provide timely, thoughtful support via email, phone, and live chat, helping users navigate the platform and resolve questions with confidence. Problem Solving & Troubleshooting Investigate user issues, identify root causes, and guide users to effective solutions or workarounds. Onboarding & Workflow Guidance Support new and existing clients in setting up and refining workflows that fit their processes—without overcomplicating configurations. Documentation Create and maintain clear, user-friendly documentation including knowledge base articles and FAQs. Collaboration Partner with internal teams to share client feedback, highlight recurring issues, and contribute to product improvements.  Product Knowledge Build and maintain strong knowledge of Agility Blue features and updates to provide accurate, proactive guidance.  Required Skills and Qualifications 1–3 years of experience in product support, customer support, or SaaS environments  Comfort working with web-based applications and support tools (e.g., ticketing systems)  Strong communication skills, especially in explaining concepts and processes to non-technical users  Solid problem-solving abilities and attention to detail  Ability to work effectively in a remote team environment, while maintaining communication and responsiveness across multiple channels Strong independent time management and organizational skills, with the ability to prioritize tasks, manage workload autonomously, and meet deadlines without close supervision Demonstrated ability to stay focused, self-motivated, and productive while working independently Bachelor’s degree or equivalent experience   Preferred Qualifications Experience supporting SaaS or workflow-based platforms  Familiarity with the legal industry or project-based environments  Exposure to tools like Zendesk, Jira, or similar systems   Why Join Agility Blue? Work directly with clients to solve real-world problems and improve how they operate  Be part of a collaborative, growing team where your contributions matter  Gain deep product expertise and develop valuable SaaS support experience  Enjoy the flexibility and autonomy of a remote/work-from-home environment that supports focus, productivity, and work-life balance