Product Support Specialist

This is a fully remote position, open to applicants in Canada.

📋 Description

• Respond to incoming support inquiries from users in the UK, US, and Canada in a swift and professional manner.

• Conduct training sessions for new customers during their onboarding process, adhering to our training guidelines.

• Master the product thoroughly to ensure users maximize the use of every feature.

• Utilize your personal estimating experience to connect with users' goals and objectives.

• Simplify technical features for better understanding among users.

• Accurately adhere to our internal processes to ensure every request is addressed appropriately.

• Assist in maintaining our response time, with a goal to reply to any support request within two minutes.

• Keep detailed records of the support interactions you manage.

⛳️ Requirements

• Over 2 years of experience as an Electrical or Mechanical Estimator, or in a customer support or technical role within the electrical, mechanical, or construction sectors.

• A strong enthusiasm for technology and a desire to advance in a software career.

• Outstanding verbal and written communication abilities, with the capacity to clarify technical concepts in an understandable manner.

• A customer-centric approach with a genuine commitment to helping others achieve success.

• High attention to detail and the ability to consistently follow established processes.

• Excellent organizational and time management skills, capable of handling multiple customer inquiries simultaneously.

• Confidence in delivering customer training, presentations, or demonstrations, or a willingness to develop this skill.

• Ability to work independently in a fully remote setting while effectively collaborating with a global team.

• A positive attitude, strong work ethic, and dedication to meeting both individual and team performance objectives.

• Flexibility to work scheduled hours that align with customers in the United States and Canada.

🏝️ Benefits

• Comprehensive training on the product and support.

• Guidance from seasoned product specialists.

• Clearly documented procedures for every support request type.

• Standardized formats and materials for customer training sessions.

• Access to the necessary tools to perform your job effectively.

• A collaborative remote team environment that encourages open knowledge sharing.