Product Support Specialist

About Us: 
At BenchPrep, we are committed to revolutionizing learning by delivering the most advanced and flexible learning experience for certification, credentialing, test prep, continuing education, and training. Our learning platform helps associations, credentialing bodies and training companies deliver a highly engaging and effective learning experience for individuals looking to advance their careers. We incorporate the latest in learner-centered technology, including personalization, gamification, data science, usability and omni-channel delivery.  The number of learners using our cloud-based learning platform has grown significantly, reaching nearly 12 million humans around the world in 2024, a testament to the success and impact of our innovative learning solutions.

About the role:
BenchPrep is looking for a talented Product Support Specialist to join our team!  As our Product Support Specialist, you are responsible for providing first-touch support to our enterprise customers and end-users via phone, email and ticket submissions through our helpdesk software. You’ll troubleshoot technical issues, guide customers in using our products effectively, and create and maintain internal and customer-facing documentation and other learning materials that drive consistent, high-quality support experiences.

In this role, you’ll become a true expert on BenchPrep’s product suite and an advocate for the “end-user” experience. You’ll collaborate closely with Customer Success, Product, Engineering, and Implementation teams to ensure customers receive timely, empathetic, and effective support that meets our high standards for service excellence. You’re a proactive problem-solver with strong communication skills, a knack for organization, and a genuine desire to help others succeed. You’ll thrive in this role if you love learning new systems, balancing multiple priorities, and improving processes to enhance both the customer and team experience.

Some challenges you’ll tackle:

• Respond to customer support calls and tickets in line with service-level agreements (SLAs)
• Troubleshoot and resolve technical issues quickly and accurately
• Identify and document recurring patterns to inform product and process improvements
• Create and maintain internal and customer-facing documentation and other learning materials
• Collaborate with internal teams on escalated issues to ensure successful resolution
• Work closely with the Engineering and Quality Assurance teams to help test new feature releases and ensure product quality
• Continuously deepen your understanding of BenchPrep’s products to become a go-to expert

About the team:

Our Product Support Specialists team plays a pivotal role in supporting and maintaining the day-to-day operations of our diverse customer base. We work hard to deliver an exceptional level of service to our customers and are passionate about driving a great customer experience.

Skills and experiences we value:

• 2–3 years of experience in a customer-facing, technical support role at a SaaS company
• Excellent written and verbal communication skills
• Ability to explain technical concepts clearly to both technical and non-technical audiences
• Strong troubleshooting ability with comfort across web and mobile platforms
• Highly organized and able to manage multiple priorities simultaneously, maintaining strong attention to detail and consistent follow-through
• Empathy, patience, and professionalism in every customer interaction
• A self-starter who thrives in a fast-paced, evolving environment
• (Bonus) Experience with SQL, HTML/CSS, or eLearning standards like SCORM, xAPI, or LTI
• (Bonus) Experience using Chrome DevTools (Inspect, Console, Network tabs) for diagnosing front-end issues.

**Note: We know that excellent candidates can have all sorts of backgrounds and experiences, so please don’t hesitate to apply even if you don’t meet 100% of the listed requirements!

Life at BenchPrep:  

We work at BenchPrep because we’re dedicated to the mission and each day we have an opportunity to be challenged and learn. We work hard and have lots of fun. Culture is our lifeline at BenchPrep. We celebrate our people, both professionally and personally. We care about learning so much that we offer employees annual stipend dollars to develop their skills so they can continue to operate everyday with new skills. It’s no wonder we’ve been selected so often on various Best Places to Work lists!

Flexibility: 

We’re a remote-first company that empowers our team to work where they thrive. We hire talent from across the U.S., embracing the flexibility and inclusivity that remote work offers. Our interviews, onboarding, and daily collaboration happen virtually, with intentional moments for connection.

While remote work is our foundation, we also believe in the value of in-person collaboration. That’s why we host “Together Weeks” each year where we focus on learning, innovation, and celebration with the entire team. These gatherings help strengthen relationships and fuel creativity while maintaining the flexibility of remote work year-round.

Comp & Benefits: 

This role offers flexibility in terms of experience and expertise. Throughout the interview process, we’ll evaluate your background to determine where you align within our compensation range. The salary range for this position is between $50,000 - $65,000 and is set based on Chicago market data.  Please note this refers to the amount BenchPrep is willing to pay at the time of this posting. 

• Medical insurance covering 80% of premiums for you and your dependents.
• Dental, Vision, Short & Long Term Disability, Life Insurance and other Voluntary benefits.
• 401(K) Safe Harbor Non-Elective 3% Contribution
• Flex PTO (our version of unlimited PTO), Wellness Days, Birthday PTO, Winter Break + a generous company holiday calendar
• Annual Learning Stipend of $1,200
• Parental Leave 
• $500 towards workstation setup upon hire, and a monthly stipend for other expenses after that
• … and the list goes on! 

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.  Please note, we are unable to accept applications from candidates outside of the US at this time.