Product/Application Support Specialist
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Key skills for this role
Role Overview
WIN is seeking Product Support Specialists to support users of cloud-based applications and digital products.
The role requires learning products, business processes, and user needs to troubleshoot issues, configure applications, and improve technology adoption.
The position emphasizes user focus, problem solving, empathy, AI adoption, and scalable support practices.
Key Skills for This Role
Full Job Posting
About the Role
WIN is seeking Product Support Specialists to support users of cloud-based applications and digital products.
The role requires learning products, business processes, and user needs to troubleshoot issues, configure applications, and improve technology adoption.
The position emphasizes user focus, problem solving, empathy, AI adoption, and scalable support practices.
Key Responsibilities
- Develop subject-matter expertise across WIN's cloud applications, websites, and internal platforms.
- Answer product questions, explain features, and help users navigate and use applications effectively.
- Troubleshoot application issues, identify root causes, and provide practical resolutions.
- Configure cloud applications and product settings based on user and business requirements.
- Manage and prioritize requests through the ticketing system and provide timely follow-up.
- Use AI tools to research issues, summarize information, and improve support efficiency.
- Identify recurring issues and user pain points and recommend improvements to products, processes, and support resources.
- Create and maintain product guides, FAQs, troubleshooting instructions, knowledge-base articles, and issue-resolution documentation.
- Support product releases by testing user scenarios, updating documentation, and helping users adopt new functionality.
- Collaborate with Product, Engineering, Operations, and other teams on escalations, user feedback, and product improvements.
Required Qualifications
- 2–5 years of experience in Product Support, Application Support, SaaS Support, Technical Support, or a similar role supporting cloud-based business applications.
- Ability to understand software products, business workflows, and application functionality and translate them into effective user support.
- Hands-on experience with ticketing, help desk, CRM, or knowledge management platforms.
- Comfort using AI tools such as ChatGPT, Copilot, Gemini, or similar tools.
- Strong analytical, troubleshooting, and systematic problem-solving skills.
- Strong user empathy and ability to understand problems from the user's perspective.
- Excellent verbal and written communication skills in English.
- Ability to create clear product documentation, FAQs, and knowledge-base content.
- Strong attention to detail, responsiveness, and ability to manage multiple priorities.
- Comfort working rotational shifts across different time zones.
- Strong work ethic, integrity, ownership mindset, and positive attitude.
Workplace and Schedule
- The posting states that employees have flexibility to work remotely.
- The role requires comfort working rotational shifts to support users across different time zones.
About WIN
WIN describes itself as an inspection services company focused on transforming the U.S. residential services market through AI-driven innovation and operational excellence.
The company describes a collaborative, inclusive, high-energy culture with emphasis on development, initiative, leadership, and adaptability.
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