Product Support Specialist

Vitalize
United States
Workplace: RemoteFull timeFunction: IT Support & HelpdeskExperience: 3+ yearsSkills: ["Problem-solving","Cross-functional collaboration","Written communication","Verbal communication","Autonomy"]

Own escalated technical support for Vitalize customers as the first East Coast support specialist, expanding service hours starting at 8AM Eastern. Troubleshoot complex customer issues by partnering with Engineering, Product, and Operations to resolve root causes and improve support workflows. Use data and product logs to drive CSAT, FRT, first-contact resolution, and SLA compliance, and help build AI-augmented support plus self-service documentation.

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FursaFursa
Vitalize
Vitalize
1 week ago

Product Support Specialist

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Source: Company careers pageValidated by: Fursa AI
Last checked: 24 minutes agoStatus: Live

Job Summary

Own escalated technical support for Vitalize customers as the first East Coast support specialist, expanding service hours starting at 8AM Eastern. Troubleshoot complex customer issues by partnering with Engineering, Product, and Operations to resolve root causes and improve support workflows. Use data and product logs to drive CSAT, FRT, first-contact resolution, and SLA compliance, and help build AI-augmented support plus self-service documentation.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: IT Support & Helpdesk

Key Responsibilities

  • •Serve as the primary point of escalation for go-to-market teams, troubleshooting complex user issues.
  • •Analyze trends and reports to identify root causes of customer escalations and prevent recurrence.
  • •Drive continuous improvement initiatives for CSAT, FRT, first-contact resolution, and SLA compliance.
  • •Support development and implementation of an AI-augmented support strategy.
  • •Create and refine internal and external documentation to improve self-service and reduce support load.
Travel: Low travel

Pay and Benefits

Perks:Health InsuranceDentalVision401kRelocationPaid Leave

Key Requirements

  • •3-7+ years in a support capacity handling escalated issues and/or technical troubleshooting.
  • •Track record contributing to performance metrics such as CSAT and response times.
  • •Strong problem-solving to diagnose complex technical issues using data and product logs.
  • •Ability to influence and collaborate cross-functionally with Engineering, Product, and Operations.
  • •Strong written and verbal communication to distill technical issues into clear instructions and documentation.
Experience:3+ yearsHealthcareSaaS
Skills:Problem-solvingCross-functional collaborationWritten communicationVerbal communicationAutonomy
Tech Stack:SalesforceZendeskPylonSQLLLMs

Company Brief

Vitalize
Provides a digital care platform for domiciliary and community care providers, offering electronic care planning, secure record-keeping, scheduling, and remote monitoring tools to streamline care delivery and improve outcomes for clients and care teams.
Industry: Elder Care & Home Care
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