Product Support Specialist – Part-time

Global Media Outreach

Product Support Specialist providing Tier 2 support for proprietary digital platform at Global Media Outreach. Focused on troubleshooting and assisting Tier 1 volunteers while enhancing workflows.

Posted 5/9/2026part-timeRemote • 🇺🇸 United StatesJuniorMid-LevelWebsite

Tech Stack

Tools & technologies

ServiceNow

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

2-3 years of experience in help desk, technical support, or product support.
Experience using product support or ticketing systems (e.g., ClickUp, Zendesk, ServiceNow, Freshdesk).
Familiarity with knowledge base and self-help documentation tools.
Strong troubleshooting skills for moderately complex technical issues.
Ability to understand technical concepts and explain them in clear, user-friendly language.
Familiarity with common operating systems, software applications, and basic networking concepts.
Ability and willingness to develop expert-level knowledge of proprietary software platforms.
Experience using screen-sharing tools for remote user support.
Excellent written communication skills for bug reports, KB articles, and user guides.
Strong verbal communication skills for guided support and cross-functional collaboration.
Ability to work independently and as part of a team.
Strong problem-solving and analytical skills to identify recurring issues and improvement opportunities.
Calm, empathetic approach to supporting users with varying levels of technical proficiency.

Benefits

Comp & perks

25 hours per week 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score

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Hard Skills & Tools

troubleshootingticketing systemsscreen-sharingtechnical supportproduct supportknowledge base toolsbasic networking conceptsproprietary software platformsuser supportdocumentation

Soft Skills

communicationproblem-solvinganalytical skillsempathyteamworkindependencecollaborationuser-friendly explanationtrainingsupport