Remote Product Support Specialist

Summary

Join Pigment as a Support Specialist and help customers derive value from our Enterprise Performance Management (EPM) platform by being a product expert and problem solver. As a true product expert, you will own Support tickets from Creation to Closure, contribute to improving processes and product, and strive for scale by building templates, processes, and documentation.

Requirements

• Have experience in one or more of the following: (i) as an application support specialist, (ii) in a technical support role in the SaaS world, (iii) and/or working in a Financial Planning & Analysis (FP&A) or Modeling role
• Have a “can-do” attitude: you’re hands-on and a go-getter
• Have excellent written and interpersonal skills
• Have general technical know-how and an affinity for learning new software. You proactively communicate issues and FYIs so the team stays informed
• Be independent, empathetic, and accountable
• Have strong project management skills and ability to deliver on time
• Comfortable working in a remote, fast-paced environment as part of an international team
• Speak English and French to a professional proficiency
• Be able to work from the Paris office at least 3 days a week

Responsibilities

• Help customers derive value from Pigment by being a product expert and problem solver
• Be a true product expert who’s technically savvy to conduct investigations and an essential resource for your colleagues and customers
• Own Support tickets from Creation to Closure
• Contribute to improving our processes and product, such as by transmitting customer feedback, suggesting efficiency improvements, and so much more
• Take the initiative and love investigating and solving problems to answer questions. This is not basic customer support
• Work 1-week on-call covers of P1 tickets with additional compensation for the days covered, rotated between the team to a maximum of one week per month

Preferred Qualifications

• Knowing a thing or two about spreadsheets or business planning is beneficial
• Having dabbled in HTML, CSS, SQL, APIs or Data Integrations would definitely be a big plus
• Any financial qualification would be highly desirable (Payroll, Accounting, Financial Risk Management, Pensions etc)

Benefits

• Competitive compensation package
• Comprehensive benefits, including medical, dental, & vision insurance coverage for you & your loved ones
• Generous time off and parental leave policies
• One company offsite every year
• Brand new offices at the heart of major cities including New York, Toronto, Paris, and London
• High-end equipment (based on stock/availability) to do your work in the best conditions