Product Support Specialist

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/7c6ar4

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Product Support Specialist based in Italy.

This role offers the opportunity to become a key contributor to a growing product support function within a fast-paced SaaS environment.
You will act as the bridge between customers, product teams, and engineering, ensuring users receive fast and effective solutions.
The position combines technical problem-solving, customer communication, documentation, and process improvement.
You will help shape support operations, establish best practices, and improve how customers experience the product.
Working closely with cross-functional teams, you will contribute to product quality, customer satisfaction, and continuous improvement.
This is an ideal opportunity for someone who enjoys ownership, learning new technologies, and making a visible impact in a scaling organization.

Accountabilities

As a Product Support Specialist,



you will own the customer support experience for product-related questions while helping build scalable support processes and resources.
- Serve as the first point of contact for product-related inquiries through chat and other support channels, providing clear, empathetic, and efficient solutions.
- Investigate customer issues by reviewing logs, identifying patterns, documenting bugs, and collaborating with Product and Engineering teams to ensure effective resolution.
- Perform quality checks before product releases to stay informed about new features and ensure a smooth customer experience.
- Create, maintain, and improve knowledge base resources, including help center articles that make complex product topics easier to understand.
- Produce product communication materials, including feature update videos and announcements that help users understand and adopt new functionalities.
- Continuously improve support workflows and processes to increase efficiency and enhance customer sa

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/7c6ar4