As a fully remote, fixed-term Product Support Analyst, the successful candidate will manage customer inquiries through various channels, striving for first-call resolution while troubleshooting technical issues across 15+ product lines. Key responsibilities Answer incoming customer tickets via phone, email, and chat, gathering information to resolve issues quickly Partner with customers to identify technical challenges and understand their business impact, ensuring timely resolutions Contribute to the knowledge management system by sharing insights gained from troubleshooting and adhering to performance metrics Required qualifications Proven track record of delivering exceptional customer experiences in client-facing roles Ability to articulate software-related and technical concepts confidently 1-3 years of experience in technical troubleshooting in a B2C or B2B environment is preferred 1+ year of experience in delivering software support is advantageous Experience with relational databases (SQL Server) is a plus, but not mandatory