Job Summary

HR Talent Solutions is seeking a detail-oriented and customer-focused Product Support Specialist – Remote (Zendesk Expert) to join our growing global support team. In this role, you will be responsible for delivering high-quality technical and product support to customers using our platform, ensuring a seamless user experience. You will act as the first point of contact for troubleshooting, resolving technical issues, and improving customer satisfaction through efficient ticket management using Zendesk.

Key Responsibilities

Manage and resolve customer support tickets via Zendesk in a timely and professional manner
Provide technical assistance for product-related issues, bugs, and user queries
Escalate complex technical problems to engineering or senior support teams when required
Maintain accurate records of customer interactions and resolutions in the CRM system
Monitor ticket queues and ensure SLA compliance across all support requests
Identify recurring issues and contribute to knowledge base articles and FAQs
Collaborate with product and engineering teams to improve product performance and user experience
Assist in onboarding new customers and guiding them through product features
Conduct follow-ups to ensure customer satisfaction and issue resolution

Required Skills and Qualifications

Proven experience using Zendesk or similar ticketing systems
Strong understanding of SaaS product support environments
Excellent written and verbal communication skills in English
Ability to troubleshoot technical and product-related issues effectively
Strong customer service mindset with problem-solving abilities
Familiarity with CRM tools and support workflows
Ability to work independently in a remote environment
Strong attention to detail and organizational skills

Experience

2–4 years of experience in customer support, technical support, or product support roles
Prior experience in SaaS or tech-driven environments is highly preferred
Experience handling international customers is an advantage

Working Hours

Fully remote position
Flexible working hours with shift-based coverage depending on region
May require availability during weekends or rotational shifts based on business needs

Knowledge, Skills, and Abilities

Strong knowledge of Zendesk ticketing workflows, macros, and automation tools
Ability to analyze and diagnose technical issues efficiently
Understanding of SaaS platforms and cloud-based products
Ability to prioritize tasks in a high-volume support environment
Strong collaboration skills with cross-functional teams
High adaptability in fast-paced and evolving environments
Customer-first mindset with strong empathy and professionalism

Benefits

Competitive remote salary package
Flexible work-from-home environment
Paid leave and holiday benefits
Performance-based incentives
Professional development and training opportunities
Exposure to global clients and SaaS technologies
Career growth within a fast-scaling organization

Why Join

At HR Talent Solutions, we believe in building a culture of innovation, collaboration, and customer excellence. You will be part of a dynamic remote team that values your expertise, encourages continuous learning, and empowers you to make a real impact on customer experience and product improvement.

How to Apply

Interested candidates can apply by sending their updated resume and a brief cover letter highlighting relevant Zendesk and product support experience to the HR Talent Solutions recruitment team. Shortlisted candidates will be contacted for an online assessment and interview process.

Product Support Specialist – Remote (Zendesk Expert)

Job Description