ABOUT THE PRODUCT SUPPORT SPECIALIST ROLE:
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 up-to-date productivity tools to research issues faster, improve documentation, identify patterns, and make support more efficient and scalable.
KEY RESPONSIBILITIES:
Develop deep product and business knowledge to become a Subject Matter Expert across WIN's 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 infor

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