Product Support Specialist

Job Description

​* Simple Staffing is hiring for this position on behalf of Tekmetric *

What You’ll Do 

• Tackle customer questions head-on with curiosity and enthusiasm — whether it’s over phone, chat, or email — by quickly identifying issues and guiding customers toward effective, satisfying solutions.
• Bring energy and empathy to every interaction, making customers feel heard, valued, and genuinely supported — no matter how complex the challenge.
• Embrace transparency when helping customers navigate product issues by clearly explaining what’s happening and what to expect next.
• Serve as the customer’s voice internally by documenting bugs and collaborating with our development team to advocate for timely fixes and product improvements.
• Keep records sharp and accurate by updating tickets, account details, and communication logs with care.
• Stay sharp on product features, industry trends, and customer service best practices — and bring that knowledge into every conversation.
• Invite feedback from customers with confidence and curiosity, helping us constantly level up our service and product experience.
• Consistently meet or exceed performance goals that help us deliver best-in-class support.
• Jump in to support teammates when needed — we grow stronger together.

What You’ll Bring 

• A minimum of 1 year of experience in a customer-facing role across any industry (e.g., SaaS, hospitality, retail, or service environments)
• Demonstrates high empathy and energy, with a naturally outgoing, customer-centric (hospitality-driven) personality
• Technically curious and forward-thinking, with strong organization and excellent verbal and written communication skills
• Familiarity with basic financial and accounting concepts, with a general business mindset
• Strong empathy for customers AND passion for growth 
• Great interpersonal skills with a problem-solver mentality 
• A high level of energy, drive, enthusiasm, initiative, commitment, integrity and professionalism
• A strong aptitude for quickly building rapport with customers
• A self-starter attitude with solid organizational skills and attention to detail 
• Demonstrated ability to quickly learn and navigate new software and tools
• Background in team sports, college athletics, or other high-performance team settings is a plus
• You balance independent work with a strong presence during in-person collaboration days