Remote Senior Product Support Specialist

Summary

MaintainX is seeking a Senior Product Support Specialist (Enterprise Support Analyst) to provide exceptional support and develop solutions for enterprise customers. The role involves direct interaction with customers, managing significant accounts, enhancing the support framework, and supporting the global L1 Customer support team. The position is remote in Toronto or Montreal.

Requirements

• 3 - 5  years of full-time customer support or customer onboarding experience (providing customer support or onboarding for a software product is a plus)
• BA/BSc/BEng degree or equivalent
• Highly proficient in Excel

Responsibilities

• Respond promptly and accurately to customer support inquiries
• Call customers to resolve issues when needed
• Help customers with how to use specific features of the product
• Triage, Document and Escalate product bugs via Jira to Engineering and Product
• Offer work-around solutions when the product does not exactly meet the customer’s requirements
• Document product requests and highlight common requests to the Product team
• Schedule meetings with sales representatives when pricing negotiation and solution consulting are required
• Support and mentor the global L1 Customer support team
• Create self-service knowledge base articles and saved replies based on frequently asked questions
• Follow up with old customer support tickets when new product releases help meet the requirements of customers

Preferred Qualifications

• Spanish and French language skills (written and spoken) are an asset
• Excellent communication, time management, and interpersonal skills
• Ability to manage multiple priorities and perform well in a fast-paced environment while maintaining a high level of quality and client satisfaction
• Savvy with technology and capacity to become well-versed in our software in a short period of time
• Experience working with customer support/help desk ticketing software is a plus
• Has Knowledge of technologies like Zendesk, Intercom, Jira, Notion, Zoom, Salesforce and G-Suite

Benefits

• Competitive salary and meaningful equity opportunities
• Healthcare, dental, and vision coverage
• 401(k) / RRSP enrollment program
• Take what you need PTO
• A Work Culture where: You’ll work alongside folks across the globe that reflect the MaintainX values, Smart Humble Optimist
• We believe in meritocracy, where ideas and effort are publicly celebrated