[Remote] Product Support Specialist

Note: The job is a remote job and is open to candidates in USA. Jobber is a company dedicated to helping small businesses succeed through technology, and they are seeking a Product Support Specialist to join their Customer Success department. This role involves providing exceptional customer service to users, assisting with inquiries, troubleshooting issues, and facilitating communication between customers and technical teams.

Responsibilities

• Respond to inquiries that encompass the entire Jobber ecosystem from new and existing customers through live chat, phone, or email
• Troubleshoot issues or problem solve questions that customers may have about a feature, bug, or work flow
• Maintain high channel productivity across our different mediums
• Be a liaison for customer feedback to product and technical teams
• Build a knowledge base of FAQ’s and document all feedback and recommendations from our customers, ensuring the integrity of that data to help shape future decisions

Skills

• Have 1 year of contact centre experience, preferred
• Be agile and adaptable to solve problems quickly
• Be empathetic to our customers' journeys
• Be clear and effective in interactions with our customers over the phone
• Be able to craft professional and empathetic responses to customer inquiries via email and chat
• Be curious
• Be incredibly reliable for our customers and the rest of the success team
• Be resilient in the face of adversity
• Be confident with technology

Benefits

• Equity rewards
• Annual stipends for health and wellness
• Retirement savings matching
• Extended health package with fully paid premiums for body and mind
• Dedicated talent development program
• Career coaching
• Opportunities for career development
• Fully paid premiums for both body and mind
• Matching in RRSP, TFSA or FHSA
• Stock options

Company Overview