Responsibilities

The Product Support Specialist will be the first point of contact for customer questions through email, chat, and phone. They will become a product expert and function as a first-level problem solver, escalate issues to the appropriate team while maintaining communication with the affected user, and understand and gather customer feedback trends to help the product team prioritize future projects. Additionally, they will update and contribute to internal knowledge banks and external help articles, collaborate with the team to build strong relationships and improve process efficiency, and maintain a friendly, compassionate, and solution-oriented approach with both users and the Tremendous team.