Product Support Specialist

December 11

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ClubRunner

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Website Solutions for Clubs & Associations • Membership Management • Communication Software

11 - 50 employees

🤝 B2B

☁️ SaaS

⚡ Productivity

Description

• Respond to incoming customer tickets and calls • Answer all product-related questions promptly • Troubleshoot customer issues and research solutions • Document, replicate, and submit any reported defects and bugs to the development team • Foster strong customer relationships and guide potential and new customers through the adoption of the product via phone consultation, one-on-one training, and follow-up • Provide training and demonstrations to customers through online webinars • Assist in the production of training materials, help guides, video tutorials and other external documentation • Maintain expertise in product in order to provide technically accurate solutions to customers and prospects • Provide feedback and log requests for new features via tracking system • Perform user acceptance testing within our software development lifecycle • Conduct market research, analyze trends, perform product demonstrations, and offering recommendations to the team • Plan and assist with new product releases and events • Additional duties as required

Requirements

• 2+ years of experience supporting a software-based product/service • 4+ years of experience in customer service • Strong grasp of website design principles such as HTML and CSS • Understanding of website concepts such as domains, hosting, and browser support • Strong communication (both written and verbal) • Active interest and passion in technological trends • Solid time-management skills to handle multiple projects and meet deadlines • Strong analytical and technical skills • Ability to work well in a remote team environment • Post-secondary education or training in technical field is not required, but an asset

Benefits

• Company-paid competitive health and dental benefits package • Paid time off • Flexible work arrangements including remote • Training opportunities • Comprehensive medical, dental, and vision benefits plan • Life, disability and critical illness insurance • Employee Assistance Program (EAP) • Healthy work-life balance • Friendly and supportive culture built on performance and merit • Professional development and career growth opportunities • Team and social events