Product Support Specialist Technical Support

2 weeks ago


New York NY, United States Garnet River Full time

We are currently seeking a Product Support Specialist to join our team in Saratoga Springs, NY. You will serve as the first line of support for our two SaaS platforms - Consa , an AI-driven behavioral-health intelligence solution, and Quidi, a document intelligent and process automation solution. In this role, you will be the first line of contact for users of Consa and Quidi applications. You will help customers resolve technical issues, answer product-related questions, and collaborate with the product and engineering teams to improve the user experience. Check all associated application documentation thoroughly before clicking on the apply button at the bottom of this description.
Provide prompt and friendly support to users via chat, email, or phone.
Troubleshoot technical and account-related issues within the apps.
Document user issues and feedback accurately in our support system.
Escalate complex issues to senior support or engineering teams as needed.
Identify recurring issues and suggest improvements to the support process or product.
Contribute to and update knowledge base articles, FAQs, and help center resources.

Bachelor’s degree or equivalent experience (preferred fields: Basic technical aptitude and willingness to learn app troubleshooting.
Excellent problem-solving and customer service skills.
Prior experience in customer support, IT helpdesk, or SaaS environment is a plus but not required.

Hourly Rate Range : $20.00 - $25.00, based on experience.

You will work with a collaborative team focused on improving customer experience and driving technology adoption.

Garnet River® is a full-service information technology company that customizes solutions for its clients. We solve challenges through staff augmentation, project-based teams, and technical solutions. Clients turn to us to help them find professional talent.

Minorities/Female/Disabled/Veteran (M/F/D/V)



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