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Product Support Specialist

BenchPrep, Inc.

Job Overview

Location

Remote

Job Type

Full-time

Full Job Description

📋 Description

• Own the entire learner and client support lifecycle for BenchPrep’s award-winning SaaS learning platform, ensuring every one of the nearly 12 million global users receives fast, friendly, and accurate assistance across chat, email, phone, and in-product channels.
• Serve as the first line of defense for technical and product questions, triaging tickets, reproducing bugs, and escalating complex issues to Engineering while keeping customers informed with clear timelines and next steps.
• Become the go-to expert on BenchPrep’s personalization engine, gamification mechanics, data-science dashboards, and omni-channel delivery options so you can translate sophisticated functionality into plain-language guidance for non-technical learners and administrators.
• Build and maintain an internal knowledge base of FAQs, troubleshooting guides, and best-practice articles; update documentation weekly to reflect new releases, UI changes, and emerging edge cases discovered through support interactions.
• Partner closely with Customer Success, Product, and Engineering teams to surface recurring pain points, quantify impact with usage data, and champion user-centric improvements that reduce ticket volume and increase learner satisfaction.
• Monitor platform performance metrics—such as response time, resolution time, CSAT, and NPS—via Zendesk, Looker, and proprietary analytics; deliver weekly insights that influence sprint priorities and roadmap decisions.
• Deliver live and recorded training sessions for new administrators, showing them how to configure courses, set up assessments, interpret learner analytics, and leverage BenchPrep’s advanced features like adaptive learning paths and credentialing workflows.
• Create and curate multimedia support assets—GIFs, short videos, interactive walkthroughs—to embed in help articles and in-app tooltips, driving self-service adoption and reducing time-to-value for new users.
• Participate in rotating on-call coverage during U.S. business hours, ensuring 95 % first-response SLA compliance and maintaining a calm, empathetic tone even when handling high-stakes certification deadlines.
• Contribute to quarterly business reviews by presenting support trends, user feedback themes, and proactive recommendations that help enterprise clients maximize ROI and learner engagement.
• Champion accessibility and inclusivity by testing new features with screen readers, keyboard navigation, and color-contrast tools, then documenting any issues for immediate remediation.
• Experiment with AI-powered support tools and chatbots to automate routine inquiries while preserving the human touch that sets BenchPrep’s support experience apart in the crowded EdTech market.
• Stay ahead of industry trends in certification, credentialing, and continuing education so you can anticipate customer needs and position BenchPrep as a strategic partner in their professional development goals.

🎯 Requirements

• 2+ years of SaaS customer support or technical support experience, ideally within EdTech, LMS, or certification platforms
• Demonstrated fluency with Zendesk, Salesforce Service Cloud, or equivalent ticketing systems; comfortable building macros, triggers, and custom views
• Strong analytical mindset—proficient in Excel, Google Sheets, or BI tools to extract and interpret user data for root-cause analysis
• Excellent written and verbal communication skills; able to explain complex technical concepts to non-technical audiences with empathy and clarity
• Nice-to-have: familiarity with SCORM, xAPI, or other e-learning standards; basic HTML/CSS knowledge for light troubleshooting of custom branding

🏖️ Benefits

• Fully remote-first culture with flexible hours and quarterly in-person team retreats
• 100 % employer-paid medical, dental, and vision insurance plus monthly wellness stipend
• Annual professional development budget of $2,000 for courses, conferences, or certifications
• 20 days PTO plus 12 company holidays and a paid volunteer day to support causes you care about

Skills & Technologies

Remote

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BenchPrep, Inc.

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About BenchPrep, Inc.

BenchPrep provides a cloud-based learning management platform that helps credentialing bodies, associations, and training companies deliver personalized, data-driven online courses and assessments. Its SaaS solution supports adaptive learning, analytics, and multi-device access to improve learner engagement and outcomes while reducing administrative overhead for organizations.

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