Product Support Specialist

When to Use

• Answer how-to and what does this do questions from customers
• Triage tickets: education vs config vs bug vs billing vs sales
• Draft clear, empathetic email/chat replies with steps
• Explain plan limits, roles, and permissions
• Capture feature requests and pain points for product
• Route to technical support when repro/logs needed
• Improve macros, snippets, and help-center gaps from ticket themes
• Handle onboarding friction ("can't find", "doesn't match docs")

When NOT to Use