[Remote] Product Support Specialist- Central
Note: The job is a remote job and is open to candidates in USA. RemoteHunter is connecting candidates with a cybersecurity organization that provides managed cybersecurity products. The Product Support Specialist is responsible for delivering technical support and customer service, serving as the primary contact for product-related inquiries and helping to resolve issues efficiently.
Responsibilities
- Provide initial technical support and communicate resolutions to customers
- Guide customers through troubleshooting and problem-solving steps
- Evaluate customer issues and escalate incidents when necessary
- Follow up to ensure issues are fully resolved and provide feedback
- Deliver excellent customer service exceeding expectations
- Suggest improvements for internal and customer-facing documentation
- Continuously expand knowledge of internal processes, products, and customer environments
Skills
- Adaptability to rapid changes typical in fast-growing companies
- Collaborative approach to teamwork and problem-solving
- Strong discipline and systematic problem-solving skills
- Practical experience supporting Microsoft Windows, including services and registry troubleshooting
- Practical experience with macOS, including directory structures and application troubleshooting (Terminal and Bash knowledge is a plus)
- Familiarity with tools like ProcMon and Process Explorer is advantageous
- Experience configuring antivirus software and troubleshooting compatibility issues
- Knowledge of system configuration tools such as GPO, RMMs, and SCCM; scripting skills are a plus
Benefits
- Fully remote work environment
- Generous paid time off including vacation, sick leave, and holidays
- 12 weeks paid parental leave
- Comprehensive medical, dental, and vision plans
- 401(k) plan with a 5% company contribution regardless of employee contribution
- Life and disability insurance
- Stock options for all full-time employees
- One-time $500 reimbursement for home office setup or upgrades
- Annual education and professional development allowance
- $75 monthly digital reimbursement
- Access to BetterUp coaching platform for personal and professional growth
Company Overview