Product Support Specialist: Electric is Hiring Remote

Electric, a company empowering small and medium-sized businesses with comprehensive IT solutions, is offering an exciting remote job opportunity for a Product Support Specialist to join their Product Support Team. This role is ideal for friendly, enthusiastic professionals who want to be on the front lines supporting customers and helping them succeed with innovative IT management software.

As a Product Support Specialist, you will support, triage, and resolve customer inquiries while completing various tasks to assist the broader Customer Success team. You will join a fast-paced team focused on customer success, retention, and expansion, gaining valuable training and skills for a successful career in technical support.

Electric’s people-first culture prioritizes inclusion, support, growth, and development. If you have strong problem-solving skills, excellent communication abilities, and a passion for helping others, this position offers an excellent opportunity to grow your career in the IT services industry.

Key Responsibilities

• Respond to customer inquiries via email or chat in a timely and professional manner
• Troubleshoot customer issues and provide appropriate solutions
• Process and complete tasks submitted by Customer Success Managers on behalf of their customers
• Ensure customer satisfaction by providing timely and accurate information
• Work with Senior Support Specialists and Support Management to escalate complex customer issues
• Assist with customer data collection, data validation, and data entry
• Follow up with customers to ensure their issues have been resolved
• Provide feedback regarding common themes related to customer complaints or issues
• Help maintain and develop internal and external knowledge base articles
• Work collaboratively with other departments to resolve customer issues
• Participate in ongoing team and individual training to improve technical skills and product knowledge

Requirements

Professional Experience

• 2 years experience working in software customer or technical support

Technical Skills

• Demonstrated ability to troubleshoot common browser issues and evaluate console logs
• Ability to communicate potential issues to appropriate internal teams
• Proficiency with internal and external documentation and various support tools

Soft Skills

• Strong and personable customer service skills
• Ability to write clearly and concisely when communicating with customers
• Highly organized with excellent time management and prioritization skills
• Strong attention to detail and accuracy when evaluating cases
• Strong problem-solving skills with ability to think creatively
• Ability to exercise discretion and independent judgment
• Capability to manage multiple customer requests simultaneously

Benefits & Perks

Electric offers a comprehensive benefits package to support your professional and personal well-being:

• Flexible PTO – Generous paid time off including Mental Wellness Days and Volunteer Days
• Health Coverage – Medical, Vision, Dental, and Orthodontia coverage
• 401k Plan – Retirement savings with company contribution
• ESOP – Employee Stock Option Program for equity ownership
• Family Planning – Kindbody Membership for family planning support
• Commuter Benefits – Pre-taxed commuter benefit options
• Parental Leave – Generous parental leave policy
• Career Development – Training and growth opportunities
• Team Events – Awesome team building events throughout the year

About Electric

Electric empowers small and medium-sized businesses with everything they need to take control of their IT and security environment. Their best-in-class software provides SMBs with insights and tools to make IT easy, even for those without technical expertise. From mobile device management to employee onboarding and offboarding, businesses can manage their IT with transparency and confidence through the Electric IT Hub.

The company embraces a hybrid culture with opportunities throughout the year for team gatherings in regional markets or at their NYC headquarters. Electric currently operates across 22 states and is committed to creating a diverse and inclusive work environment where employees can bring their authentic selves to work.

The Product Support Role in Today’s Remote Work Market

Product support specialists in the IT services and SaaS industry are increasingly in demand as more businesses rely on technology solutions. The role has evolved to require both technical acumen and excellent customer relationship skills. Companies serving SMBs particularly value support professionals who can translate complex technical concepts into accessible solutions for non-technical users.

Product Support Specialists in the IT sector typically earn between $50,000 and $70,000 annually, depending on experience and location. Career progression often leads to Senior Support Specialist, Support Manager, Customer Success Manager, or Technical Account Manager positions.

Insider Tips for Applicants

Showcase Your Technical Troubleshooting Skills

Electric specifically looks for candidates who can troubleshoot browser issues and evaluate console logs. Prepare examples of technical problems you’ve diagnosed and resolved. Being able to discuss your troubleshooting methodology will demonstrate your readiness for this role.

Emphasize Multi-Tasking Abilities

This role requires managing multiple customer cases simultaneously. Share specific examples of how you’ve prioritized competing demands, maintained follow-up schedules, and ensured nothing fell through the cracks in previous support roles.

Demonstrate Customer-First Mentality

Electric’s people-first culture extends to how they treat customers. Highlight instances where you went above and beyond for customers, turned frustrated users into satisfied ones, or contributed to improving customer experience processes.

Frequently Asked Questions

Which states can I work from for this remote position?

Electric hires across 22 states including Arizona, California, Colorado, Connecticut, Florida, Georgia, Maine, Maryland, Massachusetts, Michigan, Minnesota, New Jersey, New York, North Carolina, Oregon, Rhode Island, South Carolina, Tennessee, Texas, Virginia, Utah, and Wisconsin.

What are the standard working hours?

Standard working hours are 9:00 AM to 6:00 PM. While Electric embraces remote work, they do expect team members to be available during core business hours to support customers and collaborate with colleagues across different time zones.

Is there potential for career growth at Electric?

Absolutely. Electric emphasizes training and career growth as core benefits. The Product Support Specialist role provides foundational skills and experience that can lead to advancement into senior support positions, customer success roles, or specialized technical positions within the organization.