Remote Product Support Specialist

Summary

Canvs AI is seeking a Product Support Specialist to join their growing Product team. The role involves providing technical support to clients and internal stakeholders, troubleshooting issues, facilitating communication between teams, and acting as a product expert. The candidate should have problem-solving skills, QA experience, and be able to communicate effectively.

Requirements

• Curiosity/fluency with AI and incorporating it into daily workflow
• Strong problem-solving skills. Technically savvy enough to get to the bottom of a problem
• Experience with root cause analysis and ability to troubleshoot issues
• Ability to clearly and concisely communicate bugs to all relevant stakeholders, internally and externally

Responsibilities

• Respond to reports of client issues, troubleshooting & escalating to engineering team/tracking when necessary
• Facilitate communication between Product/Engineering & CSMs about live issues affecting clients, and their status/resolutions
• Act as product and use case expert, providing training / coaching support to new users as well as Sales and Customer Success team members
• Work with and coach junior-level support staff on product knowledge and communication with Users
• Provide support for product team, including organizing feedback and QA/testing for releases
• Manage help articles and Canvs’ knowledgebase to help easily track relatable issues and optimize support documentation and processes
• Develop and maintain a deep understanding of customer requirements to help increase customer retention and satisfaction
• Collaborate closely with the sales and CSM team to act as a trusted advisor to customers and align on product offerings with their specific requirements and needs in mind

Preferred Qualifications

• QA Experience
• Self-starter / interested in growth opportunities within a start up; eventually lead product support function
• Experience managing B2B relationships of any variety
• Experience with project management

Benefits

• Salary Range: $75,000 - 85,000
• Flexibility via a fully distributed company (Work From Anywhere!)
• Generous health benefits
• Unlimited paid vacation
• Summer Fridays
• Monthly (at a minimum) virtual team-building events