Product Support Specialist

at  Relocity

WHAT RELOCITY IS DOING

Relocity is reimagining the global mobility experience. We enable enterprises to attract, retain, and engage talent globally. Powered by our AI-driven workforce mobility platform, we bring together local experts and insightful content in our native mobile app to deliver an excellent user experience for people on the move. Our core values drive us to focus on our customers, innovation, integrity, and excellence. Relocity serves hundreds of cities in more than 40 markets across the United States, Europe and Asia. Learn more at www.relocity.com.

WHAT YOU’LL DO…

You will provide Product Support & Quality Assurance to maintain and enhance the quality of our software products and services. In this role, you will support the Relocity Platform by providing expert customer support for product inquiries, troubleshooting, and technical analysis through various communication channels. You will work closely with the Engineering team to identify, document, and track software defects, devise and implement test strategies, and troubleshoot issues, ensuring high-quality standards. As a technology and systems expert, you will play a key role in improving both the product and customer experience.

HOW YOU’LL DO IT…

• Become an expert in Relocity systems, technologies, and customer needs.
• Answer customer and employee inquiries to provide technical assistance via email, ticketing systems, video call, etc.
• Work with the Engineering team to improve our customers’ experiences
• Identify, document, and analyze product-related feedback and report it to the Engineering and Product teams.
• Collaborate with the Engineering and Product Team to understand product changes, testing requirements, and resolve defects in a timely manner.
• Create, execute, and manage test plans and test cases in a fast-paced environment.
• Troubleshoot, document, and isolate issues during testing and escalate them as needed.
• Track and report testing activities, results, defects, and coverage to ensure software, applications, and services meet quality standards.
• Utilize our Intercom ticketing system to track and update internal and external tickets.
• Engage in product development and marketing projects to support internal teams when necessary.
• Identify process improvement areas and training needs to enhance customer experience and internal procedures.
• Participate in design and specification reviews to provide feedback on functional requirements and potential problems.
• Be assigned special projects to enhance the customer experience and internal processes.

WHAT PAST EXPERIENCE AND CURRENT SKILLS WILL ENABLE YOUR SUCCESS IN THIS ROLE?

• Minimum of 2-4 years of experience in technical support or customer service, preferably in a SaaS environment.
• Ability to provide remote technical support to customers across multiple time zones.
• Exceptional verbal, written, and interpersonal communication skills.
• Ability to handle customer inquiries with patience, empathy, and a customer-first mindset.
• Strong ability to understand the user perspective, identifying potential issues and recommending solutions that improve user experience.
• Experience managing customer relationships and providing support across multiple channels (email, chat, and video call).
• Proven ability to manage multiple priorities, support tickets, and testing projects simultaneously.
• Excellent problem-solving and troubleshooting skills.
• Ability to collaborate with cross-functional teams, such as engineering or product development, to resolve customer issues.
• Experience identifying, documenting, and tracking software bugs, product enhancements, or usability improvements.
• Experience troubleshooting web-based software, including browser settings, network issues, and API integrations.
• Familiarity with common help desk platforms and support tools, such as Intercom, Jira, or Testmo.
• Knowledge of SQL, HTML, CSS, or other scripting languages is a plus.
• Familiarity with Agile frameworks and regression testing.
• Strong ability to document and troubleshoot errors.
• Attention to detail and an analytical mind with strong problem-solving aptitude.
• Understanding of the software development lifecycle, software release, and deployment.
• Flexibility with work schedules, including availability for occasional evening, weekend, or holiday shifts.
• Bachelor’s degree required; a major or minor in Computer Science, Information Technology, or a related field is preferred.