Global Media Outreach

Customer Support

• Provide Tier 2 support functions as outlined in the Product Support workflow.
• Develop and maintain expert-level knowledge of the proprietary digital platform.
• Diagnose and resolve moderately complex user issues using guided support techniques.
• Manage, validate, and enrich tickets submitted by Super-Users and Tier 1 Help Desk volunteers.
• Identify recurring issue trends and escalate appropriately.
• Provide input to Tier 3 for more complex or systemic issues.
• Communicate effectively with Tier 4 Engineering & Development teams as needed.
• Oversee and support multilingual Tier 1 Help Desk volunteers.
• Serve as the primary escalation point for unresolved Tier 1 issues.
• Guide and assist volunteers with issue diagnosis and proper escalation.
• Ensure volunteers are trained, equipped, and resourced to fulfill Tier 1 responsibilities effectively.
• Contribute to the smooth operation of the Product Support workflow across Tiers 1–4.
• Collaborate effectively with Product, Engineering, QA, and Technical Solutions teams.
• Ensure clear documentation, handoffs, and communication across all support tiers.
• Guide users through workflows using screen-sharing and step-by-step support.
• Provide users with deeper explanations and links to advanced documentation.

Product Support Specialist – Part-time