Product Support Specialist

5 days ago

Dallas, Texas, United States Monument Software Full time

At Monument, we're setting a new standard for customer support in the self-storage software industry. Our goal is to make our support team the benchmark for excellence—known for being fast, thorough, and genuinely helpful.

As a Product Support Specialist, you'll be on the front line of that mission. You'll help clients understand how the Monument platform works, troubleshoot issues, and provide clear, practical solutions that keep their businesses running smoothly. Every interaction should leave customers feeling supported, informed, and confident in using our platform.

What You'll Do
  • Respond to customer inquiries via chat, email, and phone with professionalism and empathy.
  • Listen carefully to understand the customer's goals before offering solutions.
  • Explain features and processes clearly, tailoring communication to the user's technical comfort level.
  • Troubleshoot and replicate issues step-by-step to identify root causes.
  • Recommend effective workarounds and solutions to minimize downtime.
  • Collaborate with Product, Engineering, and Customer Success when escalations are needed.
  • Maintain accurate, detailed internal notes and ticket documentation.
  • Contribute to internal and customer-facing documentation to improve knowledge sharing.
  • Identify patterns and share insights that can drive product or process improvements.
What Success Looks Like
  • Customers consistently describe your support as clear, helpful, and human.
  • You're a trusted product expert who knows where to look when something goes wrong.
  • You proactively prevent repeat issues by improving documentation and strengthening customer understanding.

Compensation & Benefits

  • Full-time, Salaried Position
  • Starting Salary: $50,000 - $60,000
  • Medical, Dental, and Vision
  • 401k plan

Work Mode

  • This is an in-office role, 5 days/week, regular business hours. Monument's office is located in Addison, TX.

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