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Robert Half Logo Robert Half · Customer Service

Product Support Representative

United States, Cornelius · Job Posted March 01, 2026
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Job Description

The Product Support Representative serves as the primary point of contact for both prospective and current customers in a subscription‑based environment. This role supports users with product navigation, technical troubleshooting, and billing inquiries while ensuring a seamless, positive customer experience. Representatives play a critical role in customer satisfaction, retention, and upselling by providing timely, accurate, and empathetic support across phone, email, and chat.

Job Responsibility

  • Respond to customer inquiries via phone, email, and chat regarding product use, troubleshooting, and billing
  • Answer all assigned communications promptly and professionally
  • Verify customer information in every interaction
  • Provide accurate, timely product guidance, training, and technical support
  • Deliver empathetic support to drive customer satisfaction and retention
  • Identify upselling opportunities for products, services, and courses
  • Process customer orders, account updates, and payment method changes
  • Escalate billing concerns to the Billing Department
  • Escalate non-standard refunds to the Product Support Manager
  • Troubleshoot technical issues within your scope
  • Escalate complex issues to Product Development through proper channels
  • Log all customer interactions, issues, and resolutions accurately
  • Communicate customer feedback and recurring issues to leadership
  • Support product improvements through beta testing and feedback
  • Moderate live streams, webcasts, and educational sessions as needed
  • Stay up to date on market conditions, educational content, and active promotions
  • Participate in training plans, paper trading, and company portfolio contests
  • Suggest improvements for literature, products, website content, and processes
  • Report any identified errors to management

Requirements

  • Strong customer service experience, preferably in a subscription or tech-support environment
  • Excellent verbal and written communication skills (phone, email, chat)
  • Ability to troubleshoot software or technical issues
  • Experience with CRM systems for documentation
  • Strong attention to detail when processing orders and updating billing accounts
  • Ability to learn complex products quickly
  • Basic understanding of or willingness to learn stock market concepts

Nice to have

  • Prior experience in technical support, fintech, SaaS, or subscription-based software
  • Salesforce Experience
  • Familiarity with investment platforms, trading tools, or financial markets
  • Experience moderating webinars or educational content

What we offer

  • medical, vision, dental, and life and disability insurance
  • eligible to enroll in our company 401(k) plan
  • free online training
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