Product Support Specialist

August 27

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Canvs AI

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Canvs AI is the easiest and most accurate Insights platform to understand open-ended text.

social media analysis • emotion measurement • language analytics • interpret emotions • data insights

11 - 50

Description

• 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.

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 • 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

• Tremendous opportunity for career growth • Strong culture and commitment to values. • 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.