ProductApplication Support Specialist

WIN is looking for Product Support Specialists to provide exceptional support to users of our cloud-based applications and digital products. You will develop a deep understanding of our products business processes and user needs to help users navigate features troubleshoot issues configure applications and get the most value from our technology.

We are looking for people who are curious resourceful and highly user-focused. You should enjoy solving problems learning how products work and explaining solutions in a simple and empathetic way. You will also be expected to embrace AI and modern productivity tools to research issues faster improve documentation identify patterns and make support more efficient and scalable.

• Develop deep product and business knowledge to become a Subject Matter Expert across WINs cloud-based applications websites and internal platforms.

• Support users by understanding their needs answering product questions explaining features and helping them effectively navigate and utilize applications.

• Troubleshoot product and application issues identify root causes and provide timely and practical resolutions.

• Configure cloud-based applications and product settings based on user and business requirements.

• Manage and prioritize requests through the ticketing system ensuring timely follow-up accurate resolution and a positive user experience.

• Use AI and modern productivity tools to accelerate issue research summarize information troubleshoot efficiently and improve the quality and speed of support.

• Identify recurring questions issues and user pain points and use these insights to recommend improvements to products processes and support resources.

• Create and maintain clear product guides FAQs troubleshooting instructions knowledge-base articles and issue-resolution documentation.

• Leverage AI to help organize and improve knowledge content while ensuring information shared with users is accurate clear and relevant.

• Support new product features releases and enhancements by understanding changes testing user scenarios updating documentation and helping users adopt new functionality.

• Communicate resolutions and product guidance clearly to users and stakeholders translating technical or product concepts into simple language.

• Collaborate with Product Engineering Operations and other cross-functional teams to escalate issues share user feedback and improve the overall product experience.

• 25 years of experience in Product Support Application Support SaaS Support Technical Support or a similar role supporting cloud-based business applications.

• Strong ability to understand software products business workflows and application functionality and translate that knowledge into effective user support.

• Hands-on experience with ticketing help desk CRM or knowledge management platforms.

• Comfortable using AI tools such as ChatGPT Copilot Gemini or similar tools to research summarize document and manage work more efficiently.

• Strong curiosity and willingness to experiment with new AI tools technologies and more efficient ways of working.

• Excellent analytical troubleshooting and problem-solving skills with the ability to investigate issues systematically.

• Strong user empathy and the ability to understand problems from the users perspective rather than focusing only on the technical issue.

• Excellent verbal and written communication skills in English with the ability to explain complex concepts in simple easy-to-understand terms.

• Ability to create clear and structured product documentation FAQs and knowledge-base content.

• Strong attention to detail responsiveness and ability to manage multiple user requests and priorities.

• Comfortable working in rotational shifts to support users across different time zones.

• Strong work ethic high integrity ownership mindset and positive attitude.

• High-energy team enthusiastic about disrupting a massive industry.

• Highly inclusive and collaborative culture built on mutual respect.

• Focus on core values initiative leadership and adaptability.

• Strong emphasis on personal and professional development.

• Flexibility to work remotely.

• Top-notch compensation.

WIN is the #1 ranked inspection services company in the United States. Backed by three decades of excellence were on a mission to build a global brand by transforming the $250 billion U.S. residential services market through AI-driven innovation exceptional customer experience and operational excellence. Combining the stability of an established leader with the energy of a fast-growing organization WIN offers driven like-minded professionals a unique opportunity for meaningful personal and professional growth.

Our colleagues are driven by curiosity and tinkering and a desire to make an impact. They enjoy a culture of high energy and collaboration where we listen to each other with empathy experience personal and professional growth and celebrate small victories and big accomplishments.