Product Support Specialist

accessiBe is the market leader in web accessibility that makes websites accessible to people with disabilities. accessiBe is more than a workplace, it’s a passion. Each day you’re surrounded by people who share the same goal and values, who work endlessly to break down accessibility barriers. We care about all people, regardless of their ability. We hire people that are determined to succeed and who are not afraid of rapid change. Our core values showcase who we are and we strive to focus on excellency and sincerity. 

We are looking for a Product Support Specialist to guide our customers and support them through their journey with us. This person will be the first point of contact for our clients and is expected to deliver a personalized and informed support experience through deep knowledge of our platform and offerings. 

Responsibilities:

• Respond to technical customer inquiries and requests through online chat, email and Zoom with accuracy, professionalism, and empathy.
• Investigate, triage, and troubleshoot technical product issues for our full product suite by leveraging documentation, training resources, and internal knowledge bases.
• Ensure that our knowledge databases are accurate and up to date
• Reduce ticket routing delays by properly categorizing and escalating technical issues that require intervention from other teams (including R&D, and Professional Services)
• Proactively determine common trends and escalations and relay findings to the appropriate team lead or department
• Collaborate closely with Customer Success, Product, and Engineering teams to improve support workflows and customer satisfaction.
• Strong understanding of the modern developer ecosystem, including tools, workflows, and best practices.
• Ability to communicate effectively with developers, understand their workflows, and provide solutions that integrate smoothly into their environments.

• 3-5+ years of Technical Product Support experience.
• Experience with SaaS platforms and web-based products.
• Hands-on experience with inbound technical inquiries and troubleshooting web-related issues.
• Solid understanding of web technologies (browsers, HTML/CSS, cookies, extensions).
• Familiarity with web accessibility standards (WCAG, ADA) - Strong Advantage
• Proficiency with chat and ticketing systems such as Zendesk, or similar platforms.
• Strong time management and multitasking abilities in fast-paced environments.
• Proficiency with computers, common software applications, and web-based tools

• The salary band for this position ranges from $85,000-$100,000 dependent on experience, skill set, and location. Remote roles will be accepted.
• Career Planning and Growth Opportunities 
• Opportunity to be a key employee for the world leader in online accessibility

Equal opportunities

At accessiBe, we prioritize diversity. We celebrate difference and embed it into every aspect of our workplace and product, as well as our community. accessiBe is proud and committed to providing equal opportunity employment to all individuals regardless of disability, race, color, religion, sex, sexual orientation, citizenship, national origin, veteran status, pregnancy or any other characteristic protected by law. In addition, accessiBe will provide accommodation to individuals with disabilities or a special need.

Please don't hesitate to share your needs when applying so that we can provide the necessary accommodations for an accessible and inclusive recruitment process.