Product Support Specialist

Role Description This full-time Product Support Specialist role at Digital Harbor Bolivia is a hybrid position based in Cochabamba, with the flexibility to work part of the time from home. The specialist will handle day-to-day product support activities, including responding to user inquiries, troubleshooting technical and functional issues, and guiding customers through product features and best practices. The role involves documenting cases, escalating complex issues to appropriate teams, and following up to ensure timely resolution. The specialist will collaborate with product and engineering teams to report recurring problems, suggest improvements, and contribute to knowledge base articles and FAQs. Maintaining clear, professional communication with customers and internal stakeholders, while prioritizing requests and meeting service-level targets, is a key aspect of this position.
Qualifications
Candidates should possess strong Product Support skills, including troubleshooting, issue tracking, and familiarity with software or SaaS environments.Candidates should possess solid Analytical Skills to interpret data, identify patterns in issues, and propose practical solutions.Candidates should possess Customer Support and Customer Satisfaction skills, ensuring empathetic, timely assistance and a focus on positive user outcomes.Candidates should possess clear and professional Communication skills, both written and verbal, to interact effectively with customers and cross-functional teams.Relevant experience in technical support, help desk, or client-facing roles; prior work with ticketing or CRM systems is beneficial.Ability to work in a hybrid setting from Cochabamba, manage time effectively, and stay organized in a dynamic environment.Comfort with learning new technologies, attention to detail, and a proactive approach to continuous improvement.Fluency in Spanish and working proficiency in English are preferred; post-secondary education in IT, engineering, or related fields is a plus.