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Product Support Specialist
Product Support SpecialistCODESM • Austin, TX, US
Product Support Specialist

Product Support Specialist

CODESM • Austin, TX, US
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Job Description

About the Role

We are hiring a motivated and resourceful Product Support Specialist to deliver exceptional client and technical support across a suite of CRM, AI, and marketing platform solutions designed for marketing and sales teams. This role combines CRM automation expertise with multi-product support, balancing hands-on technical problem-solving with clear, confident client communication.

You will work directly with clients to troubleshoot issues, configure systems, and ensure their platforms are set up for success. You’ll also collaborate with our product management team to surface, prioritize, and track client-reported bugs and product feedback.

Key Responsibilities

  • CRM & Automation Support : Configure, maintain, and optimize GoCRM automations to align with client business goals.
  • Multi-Product Support : Provide technical assistance, troubleshooting, and “how-to” guidance for Cody AI, AI Suite Enterprise, and the CodeSM Client Portal.
  • Escalation Handling : Answer inbound support calls and promptly respond to support desk tickets, ensuring client satisfaction and quick resolution.
  • Issue Tracking & Bug Management : Work closely with product management to flag, document, and prioritize bugs or system issues identified by clients.
  • System Setup & Maintenance : Assist with onboarding, product configuration, integrations, and ongoing maintenance for all products.
  • Knowledge Sharing : Create and update internal and client-facing documentation, FAQs, and support guides.

Qualifications

  • 1–3 years of experience in CRM platform administration / support (HubSpot, Salesforce, Zoho, or similar).
  • Hands-on experience with CRM automation tools, workflow builders, and integrations.
  • Familiarity with SaaS platform support and multi-product environments.
  • Excellent troubleshooting skills and ability to translate technical concepts to non-technical audiences.
  • Strong written and verbal communication skills; comfortable answering support calls.
  • Self-starter with a proactive, problem-solving mindset.
  • US-based with ability to work flexible business hours.

    • Preferred Skills

  • Experience with CRM systems, AI tools, or marketing automation platforms.
  • Basic understanding of APIs, data imports / exports, and system integrations.
  • Prior experience in a client-facing technical support or product operations role.

    • Salary Range : $50,000 – $65,000 annually, commensurate with experience.

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