Product Support Expert

Summary

Join Firmex, a global software-as-a-service provider, as a Product Support Expert and become part of their award-winning customer service team. You will provide top-notch client service via telephone and email, handle professional service requests, advise the technical development team on bugs and client product requests, and participate in the on-call rotation. To be successful, you must love helping others, be technologically literate, have excellent communication skills, be able to multitask and be highly organized, and demonstrate initiative and analytical decision-making skills.

Requirements

• Love helping others through active listening, problem-solving and empathetic interactions
• Are technologically literate and enjoy learning about new software
• Ability to attend in person team-building sessions, company events and take part in additional support related duties at the Toronto Office
• Exercise excellent written and verbal communication skills
• Ability to multitask and are highly organized
• Like to take initiative and demonstrate analytical decision-making skills

Responsibilities

• Provide top-notch client service via telephone and email; you'll be a part of an award-winning customer service team!
• Handle professional service requests; sometimes our clients require hard copies of their data for their records
• Be detail-oriented and curious; asking great questions & showing initiative leads to continuous learning opportunities here at Firmex
• Advise our technical development team of possible bugs & client product requests; you’ll help us make data-driven decisions to drive our business forward
• Participate in our work from home on-call rotation; you will be compensated for your additional efforts in providing our clients with the 24/7 service they depend on