Product Support Representative

Role overview

Help customers use a cloud-based platform that supports invoicing workflows in the commercial construction industry, including payment applications, lien waivers, and compliance. As a remote customer support representative working West Coast hours, you will handle customer questions and technical issues from first contact through resolution, while sharing feedback that can improve the product and support experience.

Responsibilities

- Respond to customer requests by phone, email, and live chat, providing product guidance, troubleshooting, onboarding help, and subscription support. - Own cases through resolution, explain next steps clearly, and follow up within expected timeframes. - Record issues accurately and escalate technical problems with useful context for teams investigating them. - Monitor support queues and meet service expectations while managing multiple requests. - Coordinate with Sales, Customer Success, Engineering, Finance, and other support teams to resolve customer concerns. - Share recurring feedback and contribute ideas or projects that improve support operations and customer satisfaction.

Requirements

- At least one year of customer support experience in a SaaS environment, including phone, email, and chat support. - Strong diagnostic troubleshooting skills and the ability to investigate issues methodically. - Clear, professional, patient written and verbal communication. - Experience supporting cloud tools across iOS, Android, and Windows, including tools such as Microsoft Suite or OneDrive. - Organization and sound prioritization when handling concurrent requests. - Collaborative, accountable work habits, integrity, and comfort using measures such as customer satisfaction, productivity, and quality to improve performance.

Benefits and work setup

- Fully remote position with West Coast working hours. - The role includes team guidance and opportunities to build product, customer, and industry expertise.