Product Support Specialist

The role

Product Support Specialists provide customer service to users in a fast-paced contact centre environment. You will assist users via live chat, phone, or email to troubleshoot issues, explain features, and collect feedback.

What you will do

• Respond to inquiries via live chat, phone, or email
• Troubleshoot issues or problem solve questions about features, bugs, or workflows
• Maintain high channel productivity
• Act as a liaison for customer feedback to product and technical teams
• Build a knowledge base of FAQs and document customer feedback

Required qualifications

• Agile and adaptable to solve problems quickly
• Empathetic to customers' journeys
• Clear and effective verbal communication skills over the phone
• Ability to craft professional and empathetic written responses via email and chat
• Curious with the ability to ask questions and probe
• Reliable
• Resilient in the face of adversity
• Confident with technology
• Ability to touch type
• Comfortable navigating cloud-based software

Nice to have

• 1 year of contact centre experience

Benefits

• Extended health benefits package with fully paid premiums for body and mind
• Matching in RRSP, TFSA or FHSA
• Stock options
• Dedicated Talent Development team
• Access to coaching, learning, and leadership programs
• Annual stipends for health and wellness

Before you apply

• Candidates whose customer service experience aligns with the role will be moved forward
• Candidates moving forward will receive a link to complete a brief, AI interview through Metaview
• Process includes an initial conversation with Talent Attraction
• Process includes two interviews with a team leader and peers
• Process includes a Customer Support role play

About the company

Jobber helps small home service businesses succeed through technology. The company provides tools to quote, schedule, invoice, and collect payments.