Product Support Specialist

We are currently seeking a Product Support Specialist to join our team in Saratoga Springs, NY.

You will serve as the first line of support for our two SaaS platforms - Consa , an AI-driven behavioral-health intelligence solution, and Quidi, a document intelligent and process automation solution. In this role, you will be the first line of contact for users of Consa and Quidi applications. You will help customers resolve technical issues, answer product-related questions, and collaborate with the product and engineering teams to improve the user experience. This role is ideal for someone who enjoys problem-solving, communicating with people, and learning how technology works.

Job Duties

• Provide prompt and friendly support to users via chat, email, or phone.
• Troubleshoot technical and account-related issues within the apps.
• Document user issues and feedback accurately in our support system.
• Escalate complex issues to senior support or engineering teams as needed.
• Assist with onboarding and educating users about new features and updates.
• Identify recurring issues and suggest improvements to the support process or product.
• Contribute to and update knowledge base articles, FAQs, and help center resources.

Qualifications

Hourly Rate Range : $20.00 - $25.00, based on experience.

At Garnet River, we combine innovative technology with a people-first mindset. You will work with a collaborative team focused on improving customer experience and driving technology adoption.

Garnet River® is a full-service information technology company that customizes solutions for its clients. We solve challenges through staff augmentation, project-based teams, and technical solutions. Our staffing division works as a recruiting arm for companies in the region and across the country. Clients turn to us to help them find professional talent.

Garnet River LLC is an Equal Employment opportunity / Affirmative Action (EEO / AA) employer. Minorities / Female / Disabled / Veteran (M / F / D / V)