Product Support Specialist

Company Description:
Pace-O-Matic has been a leader in designing, producing, and licensing skill-based games for 25 years. Committed to innovation, integrity, and empowerment, our games provide exciting entertainment for players while supporting small businesses and nonprofits with sustainable revenue. With a focus on responsible practices and thoughtful design, we help operators thrive, elevate industry standards, and make a positive impact on communities. Headquartered in Duluth, GA, we continue to push the boundaries of innovation in the skill gaming industry.
Job Description
A Product Support Specialist acts as the key liaison between a company and its customers, providing technical support, troubleshooting, and product expertise to ensure user satisfaction. They resolve technical issues, create documentation, train users, and feed customer feedback to engineering teams to improve product quality.
Key Responsibilities

• Troubleshooting & Technical Support: Diagnosing, documenting, and resolving technical issues via email, chat, or phone, acting as an escalation point for complex cases.
• Customer Education: Creating support documentation (FAQs, knowledge base articles) and conducting training sessions or webinars for customers and internal teams.
• Product Improvement: Collaborating with product, engineering, and QA teams to report bugs, test new features, and share user feedback to drive product innovation.
• Product Expertise: Maintaining deep knowledge of product functionality, limitations, and edge cases to provide accurate, high-quality assistance.

Required Skills and Qualifications

• Technical Aptitude: Familiarity with software, hardware, or specific industry technology.
• Problem-Solving: Ability to troubleshoot complex issues under pressure.
• Communication Skills: Clear, empathetic verbal and written communication for client interaction and documentation.
• Collaboration: Experience working across departments like sales, engineering, and marketing.