Product Support Specialist

Description In a Nutshell For a global team of customer-obsessed product support professionals, we are looking for a Product Support Specialist who is an enthusiastic and tech-obsessed problem solver to join our efforts to amaze our SMB customers with our service. We’re aiming higher and higher and we’re looking for the right technical professional, with a keen curiosity for all things technical, to join us. Our Team of Product Support Specialists is small but mighty. For our customers, we are the face of the client. For the company, we are the advocates for the customer. We’re often the first to know what’s working and what isn’t. We use that knowledge to help guide the growth and evolution of all the client services. This role will be remote in Argentina, reporting to our Director of Support based in the United States. Our global teams are based in Bellevue, Washington, St. Petersburg, Florida, and Tel Aviv, Israel. About Us The client is a compact, quick-smart app that keeps you fully connected to your business, whenever and wherever you are working from. With the client, you can track and perform all your daily tasks, from the "first hello" to the last invoice: Charge and collect payments, invite clients to book you online, create branded invoices and quotes, and send SMS appointment reminders - all in a few simple clicks, from one single app. What You’ll Do Provide friendly, solution-oriented support to the client users via Zendesk tickets, live chat, Zoom, and phone — always aiming to deliver an excellent customer experience Respond to a wide range of customer questions and challenges, from account setup to troubleshooting issues, with empathy, patience, and professionalism Recreate and replicate user-reported issues to better understand problems and provide accurate, effective solutions Collaborate with teammates and cross-functional partners to resolve more complex tickets and ensure every customer feels heard, supported, and valued Capture and share customer feedback, bugs, and feature requests with our R&D team to help improve the client experience for all users Continuously grow your knowledge of the client platform so you can confidently guide customers and contribute to team learning **Who you are**: **Customer-Focused**: You genuinely enjoy helping people and go the extra mile to ensure they feel heard, supported, and satisfied. You advocate for the customer experience in every interaction **Tech-Curious**: We’re not looking for an engineer — but you love digging into software, figuring things out, and helping others do the same. You approach technical challenges with curiosity, not fear **Clear Communicator**: Whether you’re chatting with a small business owner or escalating an issue to a product team, you tailor your tone and style to meet the moment. You explain things simply and kindly **Detail-Oriented Problem Solver**: You notice the small things that make a big difference — and you follow through to make sure issues get fully resolved **Coachable & Growth-Minded**: You take feedback well and see it as a path to getting even better. You’re always open to learning new tools, techniques, or workflows **Self-Motivated & Collaborative**: You take ownership of your work but thrive in a team that shares knowledge, ideas, and wins. You look for ways to contribute beyond the ticket queue **Reliable & Adaptable**: You stay calm under pressure and adjust easily when things shift. You’re someone your team and your customers can count on **Requirements**: Fluency in English, both verbal and written Prior experience in a customer-facing support role — such as Customer Support, Client Services — ideally in a SaaS or software environment Strong communication skills, both written and verbal, with a knack for explaining technical concepts in a clear and friendly way **Bonus Points (Nice to Have, Not Required)**: Experience working in a start-up or high-growth environment Exposure to or curiosity about basic HTML, CSS, or tools that use APIs or SQL — but no coding experience is expected 2 years