Role overview

Qualifications

2+ years of experience in high-volume product support, preferably in a second-tier or escalations team.
Demonstrated ability to work well in fast-paced, reactive situations.
Strong user empathy and deep understanding of the support case lifecycle.
Excellent written communication skills with attention to detail and a kind tone.

Responsibilities

Own and triage user support cases in a high-volume environment.
Become an expert in our product suite to troubleshoot, reproduce, and escalate issues effectively.
Communicate clearly and empathetically with diverse user personas in written and verbal channels.
Partner with engineers and internal stakeholders to diagnose and resolve bugs, configuration problems, and product questions.

Key facts

Remote from: Anywhere
Fixed term
Mid-level (2-5 years)
Technical Support Specialist
English

Hard skills

Process Improvement Root Cause Analysis

Other skills

Troubleshooting (Problem Solving)
Empathy
Communication
Problem Solving
Detail Oriented
Teamwork

About the company

LeadStack Inc.

Human Resources, Staffing & Recruiting

****JOB SCAM ALERT**** We have been noticing a steady rise in job scams, where scammers are impersonating legitimate companies to defraud unsuspecting job seekers. To ensure your job search is safe, follow these quick safety tips and avoid potential scams: 1. Verify the Company's Legitimacy • Research the Employer: Look up the company online and verify their contact information on the official website. • Cross Check Email Domains: Legitimate companies use official email domains. Be wary of offers from generic email services or variations of the company’s actual domain (e.g., at LeadStack our actual email domain is leadstackinc.com; any variations like @leadstack-inc.com is a scam ). 2. Be Wary of Any Solicitation of Payments • Financial Details: Do not share bank details etc during the initial stages of the hiring process. • Upfront Payments: A legitimate employer will never ask you to pay for training, background checks, or any other job-related fees. 3. Report Suspicious Activity • Report Scams: Report any suspicious job offers to law enforcement, job boards, the impersonated company, and consumer protection agencies. Stay vigilant and informed. For more information, visit our website or contact us at info@leadstackinc.com ********* We are one of the nation’s fastest-growing, award- winning, certified minority-owned staffing services provider of contingent workforce. Our recognitions include: - "Best Staffing Firms to Work For" 2023, 2024 by Staffing Industry Analysts - Certified Great Place to Work - "Fastest Growing Staffing Firms" 2022, 2023 by Staffing Industry Analysts - "Diversity Owned Staffing Firm" 2022, 2023 by Staffing Industry Analysts - Minority Business Enterprise by NMSDC - Inc. 5000 honoree As a recognized industry leader in contingent workforce solutions, we’re proud to partner with some of the most admired Fortune 500 brands in the world. Visit us at www.leadstackinc.com

Company details

Company typeSME

IndustryHuman Resources, Staffing & Recruiting

Company size51 - 200

Links

Website LinkedIn See all jobs

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Job description

Job Description

LeadStack Inc. is an award winning, one of the nation's fastest growing, certified minority owned (MBE) staffing services provider of contingent workforce. As a recognized industry leader in contingent workforce solutions and Certified as a Great Place to Work, we're proud to partner with some of the most admired Fortune 500 brands in the world.

Product Support Specialist (Contract)

Duration: Potential to extend every 4 months

100% Remote - PST

W2 only

We’re seeking a Product Support Specialist to join our team and help deliver safe, reliable AI experiences to users worldwide. You’ll respond to, investigate, and track user needs across a high-volume support pipeline, working closely with engineers and cross-functional teams to diagnose and resolve issues at both the individual and system level.

Schedule expectations: Good to work one weekend day on a consistent basis; regular hours 8-4 or 7-3 in your time zone; regular schedule post-training will be either Sun-Thur or Tues-Satschedule post-training will be either Sun-Thur or Tues-Sat

What you’ll do

Own and triage user support cases in a high-volume environment.
Become an expert in our product suite to troubleshoot, reproduce, and escalate issues effectively.
Communicate clearly and empathetically with diverse user personas in written and verbal channels.
Partner with engineers and internal stakeholders to diagnose and resolve bugs, configuration problems, and product questions.
Identify trends, propose process improvements, and help reduce contact rates through better documentation and support flows.
Contribute to building and refining the foundations of a scalable support organization.

What we’re looking for

2+ years of experience in high-volume product support, preferably in a second-tier or escalations team.
Demonstrated ability to work well in fast-paced, reactive situations.
Strong user empathy and deep understanding of the support case lifecycle.
Excellent written communication skills with attention to detail and a kind tone.
Curious and persistent problem-solver who enjoys tracking down root causes and preventing repeat incidents.
Comfortable working in a technical environment and learning new tools and product concepts.

know more about current opportunities at LeadStack , please visit us on https://leadstackinc.com/careers/

Should you have any questions, feel free to call me on (513) 3184502 or send an email on waseem.ahmad@leadstackinc.com