Product Support Specialist

Shroff Travel is seeking a Product Support Specialist to provide technical support across air tickets, tours, travel products, reservations, customer service, sales support, and travel operations. This is a full-time, 100% remote role open to candidates throughout the United States.

Responsibilities

• Receive and triage technical requests or incidents, gathering the information needed to reproduce the issue.
• Troubleshoot application behavior, access problems, configuration issues, data errors, or user-reported failures.
• Document troubleshooting steps, findings, fixes, workarounds, and unresolved questions in the support system.
• Resolve issues within assigned access and authority; escalate defects or infrastructure problems with complete diagnostic information.
• Assist users with approved configuration, onboarding, account setup, or product-use questions.
• Monitor recurring issues and share patterns that may indicate a product, process, or knowledge-base improvement.

Requirements

• Strong troubleshooting, written communication, documentation, and customer-support skills.
• Comfort working with ticketing systems, web applications, logs, configuration tools, APIs, or databases.
• Ability to reproduce issues methodically and distinguish user, configuration, data, and product problems.
• Clear communication with technical and non-technical users.
• Good judgment about escalation and access-control boundaries.
• A pre-employment background check is required.

Pay

$67,000 - $75,500 per year

Schedule

Full-time, 100% remote (United States)