Product Support Specialist

Illinois Legal Aid Online Job Description: Product Support Specialist Supervised by: UI/UX Quality Assurance Manager The Product Support Specialist is responsible for delivering exceptional customer service to end users of ILAO's products and coordinating support across the organization. This role serves as the first point of contact for website users, including staff, and is responsible for managing ILAO's Zendesk instance — triaging incoming requests, resolving issues directly, and escalating as appropriate. They are also responsible for aggregating input from multiple channels and providing regular analyses to inform content, product, and operational improvements. In addition to user feedback and support functions, this role takes on key product tasks, including reviewing site redirect reports, providing URLs to update site search, updating internal and external documentation, and developing knowledge base content to support both staff and end users. Illinois Legal Aid Online (ILAO) is committed to attracting and retaining a diverse staff. Working with great people with a wide variety of lived experience brings us closer to meeting our vision of a society where all people can get justice. Because our services and products - like the law - are for everyone, we believe in including everyone. We strongly and enthusiastically encourage people of color, individuals who identify within and beyond the LGBTQIA+ spectrum, women, and people with disabilities to apply. ILAO is fully