Fully Remote
About the Role
Boardable is searching for a Product Support Specialist with a passion for solving customer challenges, building technical expertise, and nurturing strong customer relationships. This is a full-time position, Monday through Friday, 11:00-8:00 pm or 1:00-10:00 pm EST (hours are still TBD).
You will be the key point of contact for customers needing technical troubleshooting, product training, and general support. This role is ideal for a self-starter who loves critical thinking, solving technical problems, working independently, and is eager to grow their career in the tech industry while making a real impact on a growing business.
Responsibilities
- Serve as a support contact, managing communications across support chat, ticketing, email, phone, and video calls.
- Become a Boardable product expert to confidently guide customers through training and technical troubleshooting.
- Deliver heartfelt, detailed, and effective customer support, ensuring issues are resolved efficiently.
- Investigate reported issues using production test environments and available tools (e.g., Jira, logs, reporting centers).
- Document and escalate technical bugs, providing thorough reproduction steps and supporting data to the Engineering team.
- Research and resolve known issues by diving into Jira tickets, customer logs, and available data resources.
- Communicate customer needs and coordinate smooth handoffs across Support, Customer Success, and Sales teams.
- Participate in product training sessions for new feature releases and updates.
- Gather and share product feedback with Product Management to drive continuous improvements.
- Update and improve internal support documentation to maintain relevance and accuracy.
- Support cross-functional collaboration with Product, Engineering, QA, Customer Success, Finance, Operations, Sales, and Marketing teams.
- Champion customer needs internally by advocating for critical bug fixes and enhancements.
Qualifications
- 1-2 years of professional experience in customer service and/or technical support.
- Excellent verbal and written communication skills.
- Strong technical aptitude and the ability to quickly learn new software platforms.
- Skilled in customer education, troubleshooting, and conveying technical concepts clearly.
- Familiarity with tools like Jira, Hubspot, or similar platforms.
- Exceptional organizational and time management skills.
- Highly self-motivated and proactive, able to manage and prioritize tasks independently.
- Detail-oriented with excellent problem-solving and follow-through abilities.
- Passion for supporting customers and building lasting relationships throughout the customer lifecycle.
- Thrive in a fast-paced environment while juggling multiple conversations and tickets with a focus on excellence.
- Experience in SaaS is highly preferred.
- Experience working with nonprofits or boards is a plus.
