Product Support Representative I

CentralSquare Technologies

Must Live in USA Remote only

Full time

US$42-49k (annually)

Customer Service


Jan 10

This role provides first-tier technical support directly to CentralSquare's customers via phone, web, and/or email communications. Works with customers to diagnose problems and/or resolve questions. Escalates complex issues to appropriate technical experts.

Job Duties Include:

  • Provide internal and external user support for application issues of a technical nature.
  • Collaborate with fellow support colleagues and other internal organizations to provide superior customer service.
  • Maintain consistent, regular communication with customers regarding the status of their requests.
  • Act as a customer advocate by working directly with customers on high-priority issues to deliver timely resolution and capture customer feedback to influence process/product improvements.
  • Use Knowledge Base (KB) to solve Cases in a timely manner
  • Ensure Knowledge Base (KB) content is correct by providing updates & feedback where appropriate
  • Create draft content to be used in our Knowledge Base (KB)
  • Anticipate customer needs and effectively address concerns related to their issue or resolution.
  • Effectively handle difficult customer interactions and challenging customer problems without the need for supervisory intervention
  • Maintains poise and professionalism even with very difficult and demanding customers.
  • Ensure that individual performance meets or exceeds department standards.
  • Develop strong working relationships with cross-functional teams within the company.
  • Work with customers to identify reported system defects.
  • Works primarily under supervision and follows established procedures and guidelines.
  • Performs all other duties as assigned.


  • Bachelor's Degree in IT or equivalent relevant experience required
  • 0-1 year experience in software support or other related position
  • Strong communication skills with the capability of interfacing with all levels of the organization

Job Type: Full-time

Pay: $42,000.00 - $49,000.00 per year


  • 401(k)
  • 401(k) matching
  • Dental insurance
  • Health insurance
  • On-the-job training
  • Paid time off
  • Parental leave
  • Professional development assistance
  • Referral program
  • Vision insurance

Experience level:

  • 1 year
  • 2 years
  • Under 1 year


  • 8 hour shift

Weekly day range:

  • Monday to Friday

Work setting:

  • Hybrid remote

Work Location: Remote

Apply for this position Back to job

You must be logged in to to apply to this job.


Your application has been successfully submitted.

Please fix the errors below and resubmit.

Something went wrong. Please try again later or contact us.

Personal Information


View resume