Product Support Specialist

The Product Support Specialist (PSS) serves as the primary frontline support for Iron Sheepdog, responsible for managing the daily intake of user inquiries. The PSS is dedicated to the rapid resolution of support tickets and live communication. This role acts as the critical bridge between the user and the Tier 2 Engineering team, ensuring technical bugs are identified, documented, and escalated efficiently while maintaining our standard of "white-glove" service.

• Ticket Management: Monitor business email, chat, and ticketing systems to respond promptly to customer needs via phone, email, and chat. Manage high-priority client escalations and exercise independent discretion to negotiate resolutions for brokers and haulers (e.g., fee waivers, dispute arbitration) within company guidelines but without requiring approval for every decision.
• Tier 1 Troubleshooting: Troubleshoot customer issues and resolve problems in a timely manner. Verify user reports. Identify and tag support trends within the ticketing system to provide the Product/Engineering team with data-driven insights on feature friction, directly impacting the long-term product roadmap.
• Engineering Collaboration (Tier
  2): Work directly with the Tier 2 support and development teams to identify and resolve bugs. Accurately document technical issues to streamline the engineering fix process. Act as the decision-maker for prioritizing user feedback before it reaches Engineering and determine which technical issues qualify as "critical" versus "cosmetic," directly influencing the development backlog.
• Project Support: Participate in operational projects as needed to support company growth and efficiency. Assist management in formulating new customer service policies and standard operating procedures (SOPs) based on observed field friction points.
• AI Initiatives: Collaborate on the deployment of customer support AI initiatives to transform the user experience from reactive troubleshooting to proactive enablement. You will be responsible for 'cleansing' the institutional knowledge base (SOPs and help articles) to ensure our AI tools provide expert-level, accurate support to brokers and haulers.
• Customer Advocacy: Demonstrate the ability to empathetically identify and understand the needs of the client and develop creative solutions.
• Platform Mastery: Rapidly acquire operational proficiency with the mobile application and web browser to guide users through workflows.

• Strategic Communication: Write with clarity and accuracy; edit work for spelling and grammar. This is vital for clear ticket documentation for the Engineering team. Ability to translate complex technical constraints into clear business language for clients, and vice versa.
• Independent Judgment: Ability to make significant decisions regarding customer accounts and technical prioritization in the absence of immediate management. Knowledge of digital payment workflows is preferred with the ability to explain transfer/withdrawal timelines to haulers and brokers, ensuring trust in the Iron Sheepdog financial ecosystem.
• Problem Solving: Identify and resolve problems in a timely manner; gather and analyze information effectively.
• Technical Aptitude: Proficiency in web browsing and adapting to emerging technologies. Ability to learn ticketing software and the Iron Sheepdog platform and internal admin tools.
• Dependability: Follow instructions, respond to management direction, and keep commitments.
• Adaptability: Adapt to changes in the work environment and manage competing demands.

• Experience: 1–3 years of experience in a customer support role.
• Technical
  
  Skills:
  
  Experience with ticketing systems (e.g., Jira, Zendesk, Intercom) is highly preferred.
• Industry Knowledge: Prior experience in logistics and construction technology is a plus.
• Education: High school diploma required;
  Associate’s degree or some college preferred.

• Remote Setup: This is a remote position requiring a dedicated, quiet workspace.
• Travel: Possess the ability to travel for events and training, typically for no more than 2-3 days at a time.

• Schedule: This is a full-time position. Regular workdays and hours are Monday through Friday, 8:00 a.m. to 5:00 p.m.
• Flexibility: Occasional early morning, late evening, and weekend work may be required as dictated by job duties.