Product Support Specialist Technical Support Job at My-Take in Westborough

Overview As a Product Support Specialist at My-Take, you will be a key partner to our professional services team and clients, ensuring the successful adoption and ongoing use of our insights and community platform. You’ll be the go-to expert for technical support, documentation, onboarding, training, quality assurance, and cross-team communication. Technical support Own, triage, and prioritize inbound support requests for our platform. Create and maintain clear, user-friendly documentation, including knowledge base articles, FAQs, and short training videos. Keep content current with product changes and releases. Assist with the launch of new client communities, including configuration, user setup, permissions, and basic integrations. Coordinate timelines and ensure a smooth handoff to ongoing support. Training Develop and deliver technical training for clients and new employees. Create training assets such as decks, guides, and recorded sessions. Quality assurance Help triage and prioritize the backlog; Bachelor’s degree (Computer Science, Information Systems, or related field preferred). - 2-5 years of technical support experience, ideally with a web-based SaaS product. - Strong client-facing experience and customer empathy. - Proven ability to manage time-sensitive and challenging customer situations. - Familiarity with web technologies and debugging (HTML, CSS, JavaScript a plus); exposure to APIs, SQL, or browser dev tools is beneficial. - Jira, Zendesk, Confluence) and collaboration platforms. - Creating video-based training content. - Scripting/automation or light programming experience.