Product Support Specialist

About the role

The Product Support Specialist will deliver timely, professional technical assistance to customers using our SaaS wholesale management platform. You will work across email, chat, and phone channels, helping retailers and brands resolve platform, data, and integration issues.

Key responsibilities

• Provide multi‑channel technical support for the SaaS platform, handling inquiries via email, chat, and phone.
• Troubleshoot and resolve platform functionality, data discrepancies, system errors, and integration problems.
• Investigate complex cases by analyzing logs, application data, and system behavior to determine root causes.
• Write and execute SQL queries to validate data and support issue resolution.
• Analyze API requests and responses to diagnose integration issues and advise customers.
• Prioritize and manage multiple support tickets based on urgency, business impact, and service‑level expectations.

Required profile

• Minimum 3 years of SaaS customer service or call‑center experience.
• At least 3 years of technical support experience.
• Strong written and verbal communication skills.
• Ability to multitask, prioritize, and collaborate with cross‑functional teams.
• Bilingual ability in French or Italian is a plus, but not required.

Required skills

• SQL query writing and data model understanding.
• API request/response analysis.
• Technical troubleshooting of SaaS platforms.
• Experience with CRM and ticketing systems.
• Data interpretation and cross‑functional collaboration.