Remote Product Support & User Insight Specialist

Illinois Legal Aid Online (ILAO) is a fully remote organization with periodic in-person meetings. The Product Support Specialist will be the first point of contact for end users, manage Zendesk, triage requests, and escalate issues as needed. The role also includes gathering user feedback, updating documentation, and creating knowledge base content to support staff and clients. A bachelor's degree and strong communication skills are required, with a focus on accessibility and usability.