Product Support Specialist

Product Support Specialist

Location: Colorado Springs, CO
Pay: $22.00–$23.00/hour
Schedule: Monday–Friday | 7:30 AM–4:30 PM
Employment Type: Contract-to-Hire | Long-Term Career Opportunity
Start: ASAP

About the Opportunity

We are partnering with an established local organization to hire a Product Support Specialist who will provide front-line customer support for users of specialized web-based software and technology products.

This is a great opportunity for someone who is tech-savvy, patient, customer-focused, and genuinely enjoys helping people solve problems .

This is not a traditional IT, desktop, or infrastructure support position . You don't need to be an IT professional or have technical certifications. Instead, we're looking for someone who is comfortable navigating web-based software, learning new systems, troubleshooting user issues, and patiently walking customers through solutions.

What You'll Do

• Provide friendly and professional phone and email support to customers using web-based software products.

• Help users navigate the platform and troubleshoot common issues.

• Assist with browser-related problems, login/access issues, multi-factor authentication (MFA) , and other common user challenges.

• Remotely connect to customers' computers when necessary to help troubleshoot issues.

• Ask effective questions to identify the source of a problem and guide customers through the appropriate solution.

• Document customer interactions and follow established support procedures.

• Develop an in-depth understanding of the company's products and become a trusted resource for end users.

• Partner with internal team members to resolve more complex customer questions.

What We're Looking For

• Strong customer service and communication skills , particularly over the phone and email.

• Patient and empathetic when assisting customers who may be frustrated or less comfortable with technology.

• Naturally tech-savvy and comfortable navigating internet browsers, web-based applications, and online platforms .

• Strong problem-solving skills and ability to troubleshoot issues logically.

• Ability to explain technical information in a simple, easy-to-understand way.

• Comfortable learning new software and developing into a subject-matter resource.

• Experience in customer support, product support, client services, customer success, software support, application support, or a call‑center environment is helpful.

• Previous experience supporting customers or end users of a web-based software platform is a strong plus.

• Formal IT experience or certifications are not required .

Training & Development

You won't be expected to know the platform on day one. The company provides approximately 3–4 weeks of hands‑on, one‑on‑one training , followed by continued shadowing, coaching, and development.

Because you'll be learning a specialized software platform, the organization anticipates a gradual ramp‑up over the first several months before becoming fully proficient and independently owning the role.

Why Consider This Opportunity?

This is a contract‑to‑hire opportunity with long‑term career potential and an established organization that is willing to invest significant time in training the right person.

You’ll receive a consistent Monday–Friday schedule while developing valuable experience in software product support, troubleshooting, and end‑user customer service . Upon successful transition to direct employment, employees are eligible for a comprehensive benefits package, including a 401(k) match .

• Health, Dental & Vision Insurance
• Holiday Pay
• Paid Sick Leave
• 401(k)
• Short-Term Disability & Life Insurance
• Direct Deposit