Product Support Specialist I

Required Skills & Experience

2+ years of experience in customer service, technical support, product support, or a related customer-facing role Bachelor’s degree in a Science or Engineering-related field, or equivalent relevant experience Experience troubleshooting technical or product-related issues and communicating solutions to customers Strong written and verbal communication skills with the ability to explain technical information clearly Experience with CRM software and/or customer support ticketing systems Ability to accurately document customer interactions, technical issues, troubleshooting steps, and resolutions General working knowledge of ERP systems Ability to read, analyze, interpret, and create technical procedures and documentation Working knowledge of common scientific and engineering terminology Strong problem-solving skills with the ability to collect information, identify root causes, and develop solutions Strong organizational skills and proficiency with Microsoft Office Ability to work cross-functionally with Product, Sales, Marketing, Quality, Engineering, Supply Chain, and IT teams Ability to work onsite in Sarasota, FL Monday through Friday during standard business hours

Nice to Have Skills & Experience

Experience supporting scientific, laboratory, instrumentation, water analysis, or other technical products Experience providing post-sale product support and customer training Experience creating FAQs, knowledge-base articles, troubleshooting guides, or technical support documentation Experience supporting new product launches and internal product training Experience maintaining product master data, technical specifications, and product information Experience working with Quality Management or product non-conformance processes Experience generating reports around support tickets, recurring technical issues, warranty information, or customer trends Experience identifying and communicating sales leads or customer opportunities discovered during support interactions Experience supporting process improvement, product governance, or automation initiatives Multilingual capabilities, particularly Spanish

Job Description

The Product Support Specialist will serve as a primary technical resource for customers and internal teams, providing product and application support through phone, email, chat, and support ticketing systems. This individual will troubleshoot product issues, answer technical questions, document customer interactions and resolutions, and escalate more complex issues to Product, Quality, or Engineering when needed. They will maintain accurate CRM and support records, assist with product non-conformance communication, monitor recurring technical and warranty trends, and develop reports for management. The Product Support Specialist will also create and maintain FAQs, knowledge-base articles, technical documentation, product master data, and training materials while conducting post-sale customer training and internal employee training. They will collaborate closely with Product, Sales, Marketing, Quality, Engineering, IT, and other teams to improve the customer experience, identify product improvements, and strengthen product data and support processes. This role is offering a base salary of $50,000-$55,000 based on years of experience. If this sounds like the role for you, please apply today!