Product Support Specialist I

About Us

Seismic is the Go-To-Market Performance company, driving how organizations turn their strategy into revenue. Seismic brings together signals from customer conversations, buyer engagement, governed content, coaching and seller behavior to turn intelligence into winning action. Through its AI revenue execution platform, the company equips customer-facing teams with the insights, governance, and contextual guidance they need to execute with confidence and deliver measurable business outcomes. Trusted by 2,500 organizations and over 3.5 million users around the globe, Seismic is headquartered in San Diego with offices across North America, Europe and Asia-Pacific. Learn more at seismic.com.

Overview

The Product Support Specialist I is a role within the Customer Support team, supporting customers on Seismic's sales enablement platform. This is a chat-first role focused on delivering fast, friendly answers to customers via ServiceNow chat, with a goal of maintaining a Customer Satisfaction (CSAT) score above 90%. The Specialist owns and resolves Q&A and how-to style chat conversations directly, while opening and routing more technical cases to Level 1 or Level 2 Support Engineers with clear context. The role also contributes to the team's shared product knowledge by identifying gaps in existing documentation and adding new or updated knowledge base content. This role will become a subject matter expert in all areas of the product in order to assist customers with questions in real time.  

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Who you are:

 

• 2+ years of relevant work experience in a customer service or technical support role. 
• Expected to obtain Seismic Learning or Seismic University Certifications during tenure. 
• Strong written and verbal communication. 
• Basic technical knowledge related to SaaS platforms. 
• Ability to distinguish between a straightforward question and one that needs technical escalation, and to follow structured processes for each. 
• Team-oriented mindset with a proactive approach to learning and contributing. 
• Demonstrates reliability and consistency in handling customer interactions. 
• Resolves Q&A/how-to cases efficiently while routing technical cases cleanly, with minimal back-and-forth for Support Engineers. 
• Shows eagerness to learn and grow within the role and organization. 
• Makes a measurable impact on customer satisfaction. 
• Actively surfaces knowledge gaps and helps strengthen the team's shared product knowledge base. 
• Builds strong working relationships within the team and across support tiers. 

What you'll be doing:

Key Responsibilities 

• Respond to customer inquiries via ServiceNow chat in a timely and professional manner. 

• Own and resolve Q&A and how-to style support cases directly, end to end. 

• Open cases for more technical or complex issues, and route them to a Level 1 or Level 2 Support Engineer with clear, complete context (what was tried, what the customer reported, relevant details). 

• Maintain a Customer Satisfaction (CSAT) score above 90%. 

• Apply basic troubleshooting techniques across core Seismic product areas (e.g., LiveSend, LiveDocs, DSR, Meetings) to answer common questions and guide customers through standard how-to scenarios. 

• Recognize the line between a Q&A/how-to case you can own and a technical issue that needs engineering-level troubleshooting. 

• Identify gaps in existing knowledge base articles and documentation. 

• Contribute new knowledge articles and article updates. 

• Collaborate with Support Engineers to ensure smooth handoff and follow-up on routed cases. 

• Use appropriate macros for support and escalation. 

• Learn the Sev-0/Sev-1 incident response process, including recognizing when a customer issue may be part of a broader incident. 

• Demonstrate initiative by contributing to side projects and team improvements. 

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