Product (Helpdesk) Specialist

About the role

The Product (Helpdesk) Specialist is the first point of contact for customers, providing support, troubleshooting, and valuable insights that drive product improvements. Acting as a bridge between users and product teams, this role translates real‑world experiences into actionable feedback.

Key responsibilities

• Deliver first‑line support for product‑related queries via telephone, email and CRM, ensuring professional and solution‑focused interactions.
• Build deep knowledge of customer use cases, workflows and product usage through continuous engagement.
• Identify and document friction points, usability challenges and recurring issues.
• Capture, categorize and synthesize customer problems into structured insights for product managers and owners.
• Participate in product demos, feature releases and internal knowledge‑sharing sessions.
• Troubleshoot system‑related issues, conduct basic bug investigations and replicate problems.
• Contribute real‑world context to product discovery, validation and usability enhancements.

Required profile

• Curious and analytical mindset with a strong desire to learn.
• Eager to embrace new technologies and continuously improve processes.
• Excellent communication skills and empathy for customers.

Required skills

• CRM platforms

What we offer

• Opportunity to influence product development directly.
• Collaborative environment with cross‑functional teams.
• Professional growth through hands‑on problem solving and continuous learning.