Product Support Representative (Contract)

Part-time contractor (20-30 hours per week) | Pocatello, ID - US | Reports to Sr. Manager, Product Support | Travel: Periodic travel as needed

About LIV

LIV is a leading innovator in fire safety and compliance software solutions. Our flagship Inspection, Testing, and Maintenance (ITM) platform empowers fire departments, businesses, and third‑party inspectors across the United States to streamline fire safety compliance. By offering real‑time tracking, automation, and collaborative tools, LIV simplifies risk assessments, inspection reporting, and regulatory compliance management. Our mission is to enhance safety, reduce fire‑related risks, and provide a seamless, technology‑driven approach to protecting lives and properties. With a commitment to excellence, LIV is focused on transforming how AHJs manage fire safety standards nationwide. To learn more about LIV, visit livsafe.com

Description of Role

This is a Part-time Contractor position with the opportunity to be considered for a longer term and/or full-time role. The Product Support Representative will serve as a subject‑matter expert on LIV’s platform, resolve complex customer issues, and ensure customer insights are consistently translated into product improvements and operational enhancements.

Key Responsibilities

• Manage and respond to inbound support inquiries, ensuring timely and accurate resolution for customers.

• Follow defined support processes and workflows.

• Leverage Intercom/Fin and other internal systems to track, manage, and document support interactions and resolutions.

• Troubleshoot technical issues across the LIV platform, ensuring timely and effective resolution.

• Maintain high standards for response quality, documentation, and customer satisfaction.

• Identify trends, recurring issues, and opportunities for feature requests based on customer interactions..

Skills, Experience & Qualifications

• Minimum of 1 year in customer support, technical support, or product support within a SaaS environment.

• Strong troubleshooting skills with the ability to break down complex issues and communicate solutions clearly

• Exceptional written and verbal communication skills.

• Ability to manage multiple priorities in a fast‑paced environment.

• High customer empathy and a passion for improving the customer experience.

• Excellent written, verbal and interpersonal skills.

• Proficiency with work productivity applications including Microsoft Office and/or Google Workspace applications, CRM applications, and other software tools.

• Interest and desire to work at a fast-growing software company with the mission of helping fire departments protect life and property, reduce fire-related risks, and improve community safety.

Location and Schedule

• This position is based in LIV’s Pocatello, Idaho office, with limited flexibility to work from home when approved. When working remotely, reliable high-speed internet and a quiet, professional workspace are required

• This is a part-time contract position requiring 20–30 hours per week for an initial three-month period, with the potential for an extension or conversion to a long-term, permanent role.

Compensation & Benefits

• Collaborative and supportive culture

• Professional development and growth opportunities

• Competitive hourly rate based on experience

• Opportunity to make a measurable impact in protecting communities and improving public safety nationwide.

We believe diverse perspectives make stronger teams and better businesses. We welcome candidates from all backgrounds and experiences and are committed to creating an inclusive, respectful, and supportive workplace for everyone.