Product Support Specialist

Hanover Research

Arlington, VA/Remote

Hanover Research is looking for a Product Support Specialist to join our Product team and serve as a key point of contact for users across Hanover's growing portfolio of digital products. Our digital products are an important part of how Hanover delivers value to clients. In this role, you will help clients and internal teams get the most value from our growing portfolio of digital products. You will solve user challenges, create a responsive and positive support experience, and turn recurring questions and feedback into insights that help shape how our products evolve.

You will own providing timely day-to-day support to clients and internal users such as managing user and account-related requests, troubleshooting product issues, and helping account teams provide excellent service to our clients. You will also partner closely with Product, Engineering, and other teams to resolve issues and improve the overall user experience.

The ideal candidate is highly organized, customer-focused, comfortable working across multiple systems, and enjoys solving problems. This person should be able to independently investigate issues, determine the appropriate next step, and recognize when an issue should be escalated to the correct team or function.

This is an excellent opportunity for someone who wants to work closely with digital products and customers while developing experience in product operations, digital product support, and digital product management.

RESPONSIBILITIES

Product Support & User Experience

• Serve as a Tier 1, primary point of contact for user questions and support requests across Hanover's digital products

• Represent Hanover and its digital products with professionalism and consistency, serving as a trusted ambassador for the brand in interactions with clients and internal stakeholders and ensuring every touchpoint reflects Hanover’s standards and commitment to an exceptional experience

• Monitor, triage, and respond to support tickets in a timely and professional manner

• Troubleshoot common issues related to login, access, user accounts, permissions, licenses, content, and product functionality

• Provide clear instructions and solutions to users and follow up as needed to ensure issues are resolved

• Escalate technical issues and potential product defects to Product and Engineering with clear documentation and relevant details

• Maintain and improve FAQs, help documentation, support resources, and other materials that enable users to self-service

User & Product Administration

• Assist with user onboarding, account setup, access, permissions, and account changes across digital products
• Support administration of user and account information across systems such as Salesforce, Strapi, and other product platforms
• Help troubleshoot issues related to licenses, entitlements, product access, and user permissions
• Identify discrepancies in user or account data and work with appropriate teams to resolve them
• Support product launches, enhancements, and changes by helping manage user questions and operational needs

Product Operations & Continuous Improvement

• Track and identify trends in support requests to help the Product team understand common user pain points
• Provide regular feedback to Product on recurring issues, usability challenges, and opportunities for product improvements
• Assist with product testing, user acceptance testing, and validation of fixes and new functionality
• Help maintain operational processes and documentation for digital products
• Assist with product analytics and reporting as needed
• Participate in product launches and other initiatives requiring user support

QUALIFICATIONS

Required

• 2+ years of experience in customer support, tier 1 technical support, product support, SaaS administration, product operations, or a related field
• Strong problem-solving and troubleshooting skills
• Excellent written and verbal communication skills
• Strong organizational skills and attention to detail
• Ability to manage multiple support requests and priorities simultaneously
• Comfortable learning and working across multiple software platforms such as Customer Relationship Management Systems (CRMs) and Content Management Systems (CMS)
• Ability to independently investigate problems and determine appropriate next steps
• Strong customer-service mindset and ability to communicate effectively with both technical and non-technical audiences
• Participate in product team meetings (on-camera) and other cross-team discussions on product issues or development as necessary

Preferred

• Experience supporting a SaaS product, client portal, or other web-based application
• Experience with Salesforce, Strapi, CRM systems, CMS platforms, or similar tools
• Experience working with ticketing/support platforms; preferably platforms with AI capabilities
• Familiarity with software development processes and ability to communicate effectively with Engineering teams
• Experience with product testing or user acceptance testing
• Interest in product management, product operations, or digital product development

Location 

USA Remote  

Office is located in Arlington, VA 

#Remote #LI-Remote  

Compensation

Hanover Research strives to create compensation and benefits programs that are competitive, equitable, and fair.  The compensation range for this role at the company is $65,000 – $75,000. Please note that the base salary offered is contingent on the candidate’s job-related knowledge, skills, and experience. Our base pay range is determined by the role and the market.  

Hanover believes in supporting our team’s overall well-being now and in the future. We provide retirement benefits and 401K matching to help you plan ahead, wellness benefits to keep you healthy, medical coverage to lift you up if you or your dependents get sick, and paid time away to rejuvenate. You can learn more about our benefits on our Hanover Research Careers page or please talk to your Recruiter to learn more. 

Benefits

• Starting at 18+ days Paid Time Off
• 14 observed holidays, including Juneteenth, Indigenous People Day and personal floating days
• 401(K) employer matching programs
• Comprehensive health and dental benefits package
• Health and wellness packages with discounts to local gym
• Community service opportunities
• Unlimited snacks and beverages in office

About Hanover Research

Hanover Research provides high-quality research & analytics through a cost-effective subscription model that helps corporate, higher education, and K-12 executives make informed decisions, identify and seize opportunities, and heighten their effectiveness. To learn more about Hanover Research, visit www.hanoverresearch.com.  

Hanover Values  

• Business Building – We build our business quickly and intelligently and we help our clients do the same  
• Thought Leadership and Innovation – We strive constantly to deliver better information in a better way  
• Service – To our clients and our community, service is our guiding principle  
• Leadership and Mentorship – Our talent is our greatest asset, and we hope to help our people be their best  
• Firm Citizenship – We are optimists who believe there are endless possibilities for our company and ourselves  

How to Apply  

If you are interested in the prospect of working for a dynamic, fast-growing company, we encourage you to submit your resume and any other supporting materials.   

Hanover strives to be accessible to all users and job seekers. If you are a qualified individual with a disability and need assistance in accessing our website or completing a job application, please contact Hanover Research at 202-559-0050 or via email [email protected] All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodation.     

Hanover Research provides equal employment opportunities to all employees and applicants for employment without regard to their race, color, creed, religion, national origin, gender, sexual orientation, gender identity or expression, disability, veteran status, age, marital status, familial status, genetic information, or status with regard to public assistance, or membership or activity in a local human rights commission, any other characteristic protected by applicable federal, state, or local law. You can learn more on our Equal Employment Page.