Product Support Specialist

ABOUT THE PRODUCT SUPPORT SPECIALIST ROLE:

WIN is looking for Product Support Specialists to provide exceptional support to users of our cloud-based applications and digital products. You will develop a deep understanding of our products, business processes, and user needs to help users navigate features, troubleshoot issues, configure applications, and get the most value from our technology.

We are looking for people who are curious, resourceful, and highly user-focused. You should enjoy solving problems, learning how products work, and explaining solutions in a simple and empathetic way. You will also be expected to embrace AI and modern productivity tools to research issues faster, improve documentation, identify patterns, and make support more efficient and scalable.

KEY RESPONSIBILITIES:

• Develop deep product and business knowledge to become a Subject Matter Expert across WIN's cloud-based applications, websites, and internal platforms.
• Support users by understanding their needs, answering product questions, explaining features, and helping them effectively navigate and utilize applications.
• Troubleshoot product and application issues, identify root causes, and provide timely and practical resolutions.
• Configure cloud-based applications and product settings based on user and business requirements.
• Manage and prioritize requests through the ticketing system, ensuring timely follow-up, accurate resolution, and a positive user experience.
• Use AI and modern productivity tools to accelerate issue research, summarize information, troubleshoot efficiently, and improve the quality and speed of support.
• Identify recurring questions, issues, and user pain points and use these insights to recommend improvements to products, processes, and support resources.
• Create and maintain clear product guides, FAQs, troubleshooting instructions, knowledge-base articles, and issue-resolution documentation.
• Leverage AI to help organize and improve knowledge content, while ensuring information shared with users is accurate, clear, and relevant.
• Support new product features, releases, and enhancements by understanding changes, testing user scenarios, updating documentation, and helping users adopt new functionality.
• Communicate resolutions and product guidance clearly to users and stakeholders, translating technical or product concepts into simple language.
• Collaborate with Product, Engineering, Operations, and other cross-functional teams to escalate issues, share user feedback, and improve the overall product experience.
• REQUIRED QUALIFICATIONS: 2–5 years of experience in Product Support, Application Support, SaaS Support, Technical Support, or a similar role supporting cloud-based business applications.
• Strong ability to understand software products, business workflows, and application functionality and translate that knowledge into effective user support.
• Hands-on experience with ticketing, help desk, CRM, or knowledge management platforms.
• Comfortable using AI tools such as ChatGPT, Copilot, Gemini, or similar tools to research, summarize, document, and manage work more efficiently.
• Strong curiosity and willingness to experiment with new AI tools, technologies, and more efficient ways of working.
• Excellent analytical, troubleshooting, and problem-solving skills with the ability to investigate issues systematically.
• Strong user empathy and the ability to understand problems from the user's perspective rather than focusing only on the technical issue.
• Excellent verbal and written communication skills in English, with the ability to explain complex concepts in simple, easy-to-understand terms.
• Ability to create clear and structured product documentation, FAQs, and knowledge-base content.
• Strong attention to detail, responsiveness, and ability to manage multiple user requests and priorities.
• Comfortable working in rotational shifts to support users across different time zones.
• Strong work ethic, high integrity, ownership mindset, and positive attitude.

WHAT WE OFFER:

• Highly inclusive and collaborative culture
• Opportunity to work closely with India-based and US-based teams
• Strong focus on learning, ownership, and growth
• 100% remote working flexibility

ABOUT WIN AND OUR CULTURE:

WIN is the #1 ranked inspection services company in the United States. Backed by 35 years of excellence, we are on a mission to build a global brand through cutting-edge technologies, AI-driven innovation, and operational excellence. WIN has the stability of an established leader as well as the energy of a fast-growing organization. We offer like-minded professionals a unique opportunity for meaningful personal and professional growth.