Product Support Specialist

The role

You will support users of WIN's cloud-based applications, websites and internal platforms. You will answer product questions, troubleshoot issues, configure applications and write clear product documentation.

What you will do

• Become a Subject Matter Expert across WIN's cloud-based applications, websites and internal platforms.
• Answer user questions, explain features and help users navigate applications.
• Troubleshoot product and application issues, find root causes and provide practical resolutions.
• Configure cloud-based applications and product settings based on user and business requirements.
• Manage and prioritize requests through the ticketing system with timely follow-up.
• Use AI and productivity tools to research issues, summarize information and improve support.
• Identify recurring issues and user pain points and recommend improvements.
• Create and maintain product guides, FAQs, troubleshooting instructions and knowledge-base articles.
• Support new features and releases by testing user scenarios and updating documentation.
• Collaborate with Product, Engineering, Operations and other teams to escalate issues and share user feedback.

Required qualifications

• 2 to 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.
• Hands-on experience with ticketing, help desk, CRM or knowledge management platforms.
• Comfortable using AI tools such as ChatGPT, Copilot or Gemini.
• Curiosity and willingness to experiment with new AI tools and ways of working.
• Excellent analytical, troubleshooting and problem-solving skills.
• Strong user empathy.
• Excellent verbal and written communication skills in English.
• Ability to create clear product documentation, FAQs and knowledge-base content.
• Strong attention to detail and ability to manage multiple user requests and priorities.
• Comfortable working in rotational shifts across time zones.
• Strong work ethic, high integrity, ownership mindset and positive attitude.

Benefits

• 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 the company

WIN is the #1 ranked inspection services company in the United States, with 35 years of experience. It is building a global brand through cutting-edge technologies, AI-driven innovation and operational excellence.