Product Support Specialist

Role Overview

We are seeking a highly motivated Product Support
Specialist to join our growing team. This frontline support role is
responsible for assisting merchant users as they navigate through the
chargeback management process and utilize our proprietary platform.

You will provide direct support to clients by helping them
understand portal workflows, assisting with navigation issues, resolving
general platform queries, and ensuring a smooth, efficient user experience.
Strong communication skills, quick learning ability, adaptability, and a
client-first attitude is critical for success in this role.

This is an exciting opportunity for individuals who are
passionate about client service, product support, and becoming an expert in the
chargeback management journey.

Key Responsibilities

• Assist
  merchant users in navigating the chargeback process through our platform.
  
• Provide
  Tier 1 frontline support through tickets, emails, chats, and calls for
  product and navigation-related inquiries.
  
• Help
  clients resolve challenges related to portal functionality, workflow
  navigation, and usage best practices.
  
• Triage
  incoming tickets and categorize them appropriately (Product, Operations,
  IT-related).
  
• Escalate
  more complex technical issues to internal teams following standard
  escalation workflows.
  
• Maintain
  accurate and thorough documentation of client interactions and
  resolutions.
  
• Continuously
  stay updated on platform enhancements, new features, and process changes.
  
• Update
  and contribute to internal knowledge base resources based on new
  learnings.
  
• Manage
  escalations and pressure situations professionally, ensuring irate or
  concerned clients are handled empathically and effectively.
  
• Meet
  and exceed SLAs, KPIs, and CSAT targets.
  

Key Result Areas (KRAs)

• Efficient
  and accurate support for portal navigation and platform functionality.
  
• First-level
  resolution of client queries related to chargeback workflows.
  
• Timely
  escalation of complex issues to relevant teams.
  
• High
  client satisfaction through effective communication and support delivery.
  

Requirements

Qualifications & Requirements

• Bachelor's
  degree in any discipline.
  
• 4-8
  years of experience in customer support, product support, client services,
  and/or helpdesk roles (preferably supporting a technology platform).
  
• Excellent
  verbal and written communication skills, with strong ability to understand
  and assist US-based clients.
  
• Ability
  to quickly grasp platform workflows and explain them clearly to users.
  
• Familiarity
  with ticketing systems and escalation workflows.
  
• Strong
  attention to detail, multitasking skills, and client empathy.
  
• Ability
  to handle pressure situations and escalations calmly and professionally.
  
• Comfortable
  working US daytime hours and weekends, as required.
  

Preferred Skills

• Prior
  experience supporting clients using technology or workflow platforms.
  
• Familiarity
  with chargebacks, payment disputes, or merchant-facing financial
  technology.
  
• Experience
  working in fast-paced support environments focused on customer success.