Remote Product Support Specialist - Remote bei OneDigital

Does your current company inspire you to build, grow, and innovate?  Is your passion for making lasting and meaningful change being realized? 

The tremendous growth in our business and increasing demand for our services means we are expanding our team in exciting ways.  We have the heart of a startup and the backing of an industry leader.  This means a unique career opportunity for low-ego professionals looking for a people-first, culture rich work family with which to change the world. 

As a Product Support Specialist, you will be the frontline expert supporting users of our software platform. You’ll work closely with external customers and internal users to resolve issues, provide product guidance, and escalate technical problems when needed. This role is critical to ensuring customer satisfaction, retention, and continuous improvement of our platform.

Essential Duties and Responsibilities:

• Respond to customer inquiries via email, chat, and phone in a timely and professional manner

• Troubleshoot software issues, replicate bugs, and guide users through solutions

• Log, track, and prioritize tickets using a support Jira

• Document common issues, solutions, and FAQs in the knowledge base

• Collaborate with Engineering and Product teams to communicate bugs, feature requests, and customer feedback

• Assist in onboarding new users and providing walkthroughs or training sessions as needed

• Help test new features or updates before and release to ensure a smooth customer experience

• Maintain strong product knowledge and stay current on updates and enhancements

Qualifications, Skills and Requirements:

• Empathetic, patient, and customer-first mindset

• Strong troubleshooting and communication skills (written and verbal)

• Comfortable explaining technical concepts to non-technical users

• Comfortable reading error logs

• Ability to work independently and manage multiple issues concurrently

Education, Training and Experience:

• 2–5 years of experience in a product support, customer support, or technical support role at a SaaS or software company

• Experience supporting users of complex, web-based applications strongly preferred

• Experience using helpdesk software and CRM tools

• Experience creating knowledge base content or user guides a plus

• Experience working with applications in insurance industry and familiarity with APIs a plus

The typical base pay range for this role nationwide is $40 to $46 per hour.  

Your base pay is dependent upon your skills, education, qualifications, professional experience, and location. In addition to base pay, some roles are eligible for variable compensation, commission, and/or annual bonus based on your individual performance and/or the company’s performance.  We also offer eligible employees health, wellbeing, retirement, and other financial benefits, paid time off, overtime pay for non-exempt employees, and robust learning and development programs. You will receive reimbursement of job-related expenses per the company policy and may receive employee perks and discounts. 

To learn more, visit: www.onedigital.com/careers  

Thank you for your interest in joining the team!