Product Support SpecialistMy-Take • Westborough, MA, US

Product Support Specialist

My-Take • Westborough, MA, US

30+ days ago

Job type

Full-time

Job description

Overview

As a Product Support Specialist at My-Take, you will be a key partner to our professional services team and clients, ensuring the successful adoption and ongoing use of our insights and community platform. You'll be the go-to expert for technical support, documentation, onboarding, training, quality assurance, and cross-team communication.

What you'll do

Technical support

Own, triage, and prioritize inbound support requests for our platform.
Reproduce and troubleshoot issues; develop clear response and resolution plans.
Communicate updates and timelines to clients and internal stakeholders.

Documentation

Create and maintain clear, user-friendly documentation, including knowledge base articles, FAQs, and short training videos.

Keep content current with product changes and releases.

Onboarding

Assist with the launch of new client communities, including configuration, user setup, permissions, and basic integrations.

Coordinate timelines and ensure a smooth handoff to ongoing support.

Training

Develop and deliver technical training for clients and new employees.

Create training assets such as decks, guides, and recorded sessions.

Quality assurance

Test and validate new features and bug fixes.

Capture precise repro steps, file actionable tickets, prioritize issues, and confirm fixes with developers.

Translate client needs and feature requests into clear engineering tickets.

Help triage and prioritize the backlog; contribute to release notes and status updates.

Requirements

Bachelor's degree (Computer Science, Information Systems, or related field preferred).

2-5 years of technical support experience, ideally with a web-based SaaS product.

Strong client-facing experience and customer empathy.

Excellent written and verbal communication; ability to explain complex concepts simply.

Proven ability to manage time-sensitive and challenging customer situations.

Familiarity with web technologies and debugging (HTML, CSS, JavaScript a plus); exposure to APIs, SQL, or browser dev tools is beneficial.

Experience with ticketing and documentation tools (e.g., Jira, Zendesk, Confluence) and collaboration platforms.

Strong problem-solving, prioritization, and organizational skills; you thrive as the "go-to" resource.

Detail-oriented with a passion for technology, AI, innovation, and continuous learning.

Nice to have

Experience with market research.

Creating video-based training content.

Scripting / automation or light programming experience.

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Product Support Specialist • Westborough, MA, US

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