Product Support Specialist

Element451 is transforming how colleges and universities engage, recruit, and enroll students with our AI-powered, all-in-one CRM and Admissions Marketing Platform (AMP) — a scalable, data-driven solution built for modern higher education. We partner with hundreds of institutions to help them connect with the right students at the right time. THE ROLE We're looking for a Product Support Specialist to join our Customer Care team. This is a frontline support role for someone who thrives in complexity. You'll manage a high volume of incoming tickets while delivering strong technical troubleshooting, clear customer communication, disciplined triage and escalation, and continuous improvement of our knowledge base and AI-enabled ticket deflection. This is not a basic helpdesk or call-center role. Our products are deep, and the issues that reach you are rarely the same twice. You'll support customers across two distinct platforms — Element451 and Encoura Connect — and be expected to ramp on both. WHAT YOU'LL DO - Manage multiple concurrent customer issues while balancing speed, accuracy, and empathy, primarily through in-app live chat. - Work within SLA, severity, escalation, and customer-impact guidelines. - Investigate the deep end of the product: reproduce problems, examine data, imports/exports, workflows, and application configurations, and isolate root cause before responding....