Product Support Specialist

Job Overview

We are looking for a proactive and detail-oriented Product Support Specialist to assist with customer support and CRM data management. This role is ideal for someone who enjoys helping customers, maintaining organized systems and learning new products quickly. The specialist will support customer inquiries while ensuring accurate customer records and clean data across internal platforms.

Responsibilities

Customer & Product Support

• Respond to inbound inquiries via email, chat, text and phone regarding product and order questions
• Provide order updates, warranty information and basic troubleshooting assistance
• Capture customer concerns accurately and escalate complex issues or sales opportunities when necessary
• Maintain clear, professional and friendly communication aligned with the company’s brand tone

CRM & Customer Data Management

• Maintain and update customer records within CRM and e-commerce systems
• Clean and organize customer data by resolving duplicates, missing details and formatting errors
• Tag and categorize accounts based on customer profile and account status
• Assist with onboarding new customers and basic account setup
• Document customer interactions and follow-up notes for internal teams

Job Qualifications and Skills Set

• Strong written and spoken English communication skills
• Highly organized with strong attention to detail
• Comfortable working with spreadsheets (Google Sheets or Excel)
• Ability to navigate multiple systems such as CRM, ERP and customer support platforms
• Strong time management skills and ability to work independently
• Confident in communicating with customers and knowing when to escalate issues

Preferred but Not Required:

• Experience in customer service, e-commerce operations, administrative support or CRM data management
• Familiarity with home improvement, DIY or construction products
• Experience supporting technical products or providing troubleshooting assistance