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Product Support Specialist
Product Support SpecialistMy-Take • Westborough, MA, United States
Product Support Specialist

Product Support Specialist

My-Take • Westborough, MA, United States
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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, United States

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