Levitate’s employees share a very important mission and goal: helping small businesses grow and thrive. We all contribute to this goal in unique ways, and that’s why we prioritize helping our staff identify their strengths and find genuine fulfillment in their roles.

Across every team and department at Levitate, you’ll find friendship, enthusiasm, intelligence, and drive. In our pursuit to make the world a more creative and entrepreneurial place, we keep our company’s five core values at the center of everything we do:

1. Creating magic
2. Showing customer empathy
3. Making data-driven decisions
4. Focusing on solutions, not problems
5. Making small improvements every day

As a member of our Support Team, the Product Support Specialist will be the first point of contact for product inquiries, technical troubleshooting, and customer support. This role plays a vital part in ensuring customer satisfaction and driving product adoption by addressing customer needs across multiple communication channels, including chat, email, and phone. You will collaborate with internal teams, such as Sales, Customer Success, Product and Engineering, to support the customer experience, provide technical advice, and relay key insights.

Responsibilities:

• Respond to inbound calls, chats, and emails from customers regarding product inquiries
• Troubleshoot and resolve technical issues with empathy and professionalism
• Maintain and update a customer-facing knowledge base to improve self-service support
• Document all customer interactions in a customer support platform to ensure consistent follow-up and resolution
• Partner with Sales and Customer Success teams to support customer uptime, boost revenue growth, and expand market reach
• Communicate customer needs, opportunities, and insights to the Product/Engineering team
• Supply customers with technical information and advice on our products to ensure their success

• 2-5 years of work experience, preferably in a client-facing role
• Strong analytical and problem-solving skills with the ability to troubleshoot technical issues
• Knowledge of CRM/AMS tools and ability to streamline support processes
• Understanding of email clients, providers, and configurations is required
• Experience with MongoDB or SQL is a plus
• Excellent communication skills, with the ability to interact with both technical and non-technical customers
• Self-motivated, highly organized, and capable of working independently with minimal supervision
• Strong interpersonal skills with the ability to build and maintain professional relationships
• Ability to research unfamiliar industry and product information
• Proficient with MS Office (Outlook, Excel, Word), iOS mobile devices, and other productivity software