Entry-Level Product Support Representative

Year Up United is seeking Product Support Trainees for our Education & Training Internship program. In this role, you'll learn to troubleshoot basic product issues, document user feedback, and support training content development for young adult learners. You'll collaborate with instructors and corporate partners to improve learner experience and product adoption. Ideal candidates are detail-oriented, eager to learn, and passionate about equity and social impact. This internship offers hands-on experience, mentorship, and a pathway to careers in product support, customer success, and workforce development.

Responsibilities

• Participate in structured training focused on product support and customer service fundamentals
• Troubleshoot and resolve basic product and service issues under supervision
• Document and manage support tickets using standard ticketing or help desk tools
• Communicate clearly with users to gather information and walk them through solutions
• Escalate complex or unresolved issues to senior team members following defined procedures
• Collaborate with product, engineering, and customer success teams during internship placements
• Contribute to and update knowledge base or support documentation based on recurring issues
• Analyze recurring user issues to identify patterns and share insights with supervisors
• Demonstrate professional behavior, punctuality, and effective time management
• Engage in coaching, feedback sessions, and peer collaboration to continuously improve skills

Required Skills

• Basic technical troubleshooting
• Customer service and support
• Ticketing/help desk systems (e.g., Zendesk, Service
• Now, or similar)
• Written and verbal communication
• Basic data entry and documentation
• Time management and organization
• Problem-solving and analytical thinking
• Collaboration with cross-functional teams
• Basic understanding of software and web-based products
• Professionalism in a business environment