Product Support Specialist

About the role

We're looking for a Product Support Specialist to join our Customer Care team. This is a frontline support role for someone who thrives in complexity. You'll manage a high volume of incoming tickets while delivering strong technical troubleshooting, clear customer communication, disciplined triage and escalation, and continuous improvement of our knowledge base and AI-enabled ticket deflection. This is not a basic helpdesk or call-center role. Our products are deep, and the issues that reach you are rarely the same twice. You'll support customers across two distinct platforms - Element451 and Encoura Connect - and be expected to ramp on both.

Responsibilities

• Manage multiple concurrent customer issues while balancing speed, accuracy, and empathy, primarily through in-app live chat.
• Work within SLA, severity, escalation, and customer-impact guidelines.
• Investigate the deep end of the product: reproduce problems, examine data, imports/exports, workflows, and application configurations, and isolate root cause before responding.
• Provide clear reproduction steps, business impact, screenshots, logs, and supporting detail when escalating verified bugs to Engineering.
• Recognize recurring ticket patterns and translate them into knowledge-base improvements, reusable responses, product feedback, or ticket-deflection opportunities.
• Communicate with customers during urgent, ambiguous, or high-friction situations while remaining calm, professional, and solution-oriented.
• Demonstrate sound judgment when handling customer data, screenshots, logs, account information, and confidential details.
• Stay current on product releases, known issues, customer workflows, and support best practices across both platforms.

Requirements

• 3+ years of experience in SaaS product support, technical support, or a similar customer-facing support role.
• Experience managing a high volume of support tickets in a queue-based environment.
• Strong troubleshooting skills - you investigate, document, and resolve novel issues while identifying root cause.
• Excellent written communication skills; you can break complex technical subjects into clear, simple explanations.
• Strong judgment around prioritization, escalation, urgency, and customer impact.
• Experience using ticketing systems, knowledge-base tools, CRM systems, or support platforms.
• High emotional intelligence and ability to convey empathy in support interactions.
• Ability to create and maintain clear documentation, support notes, and reusable knowledge content.
• Comfortable working remotely with strong self-management, accountability, and follow-through.
• Curious, resourceful, and willing to ramp on new products, systems, workflows, and tools.
• Positive, collaborative approach with a strong desire to help customers and teammates succeed.
• Experience supporting a B2B SaaS product in higher education or CRM.
• Understanding of APIs, logs, integrations, data flows, or technical troubleshooting tools.
• Familiarity with Intercom, Linear, or similar support and issue-tracking tools.
• Experience with Zapier or other workflow automation tools.
• Knowledge of Student Information Systems (SIS) and higher education data structures.
• WHAT SUCCESS LOOKS LIKE

Benefits

Additional Information

Element451 is transforming how colleges and universities engage, recruit, and enroll students with our AI-powered, all-in-one CRM and Admissions Marketing Platform (AMP) - a scalable, data-driven solution built for modern higher education. We partner with hundreds of institutions to help them connect with the right students at the right time.

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