Product Education

2 weeks ago

Montreal, Quebec, Canada Poka EN Full time

_About Poka_


Poka is an innovative app designed for manufacturing companies that empower frontline workers to learn continuously, solve problems and collaborate in support of continuous improvement.

Imagine a combination of Facebook and YouTube designed for factory workers. Say goodbye to paper, make way for tablets


Poka has become a catalyst for digital transformation and manufacturing leaders such as Nestlé, Bosch, Kraft and Danone trust us with their transition to Industry 4.0.

As Product Education and Customer Support Specialist, you'll be at the heart of two key areas. Your expertise will be crucial in maintaining the excellence of our solutions and ensuring customer satisfaction.

You'll also be responsible for providing outstanding customer support. Answering questions, validating bug reports and managing their follow-up in our system.

But our vision goes further:
we're counting on you to identify trends and repetitions in customer questions.

Your expertise will contribute directly to improving the overall experience of our users by highlighting opportunities for improvement, whether at product or documentation level.


_ What you'll be responsible for:_

Writing and managing the customer help center (60%)

  • Writing and updating Help Center content and other related documents in English and French.
  • Analyze the use of Help Center articles with a view to continuous improvement.
  • Work closely with the Product and Engineering teams to improve the product and develop articles and contextual support for product changes
  • Propose and implement improvements to optimize documentation management procedures.

Customer support management (40%)

  • Identify problems requiring more advanced expertise and escalate them to the appropriate teams.
  • Recreate problems encountered by customers internally and generate corresponding tickets in the development management system.
  • Work in close collaboration

_What you bring to the table:_

  • More than 2 years' experience in areas related to customer support, technical assistance, technical writing or other similar fields.
  • Training in translation, communications, administration, linguistics or other relevant fields
  • Outstanding writing skills in French and English
  • Advanced communication skills in French and English
  • Indepth problemsolving and analytical skills, with the ability to identify, simplify and solve complex problems
  • Ability to manage multiple issues and files simultaneously, in a dynamic environment where priorities can change rapidly.
  • Knowledge of Intercom and Jira an asset.

_What we offer:
_

  • Dynamic and collaborative work environment.
  • Generous vacation policy upon arrival.
  • 100% remote or hybrid mode (access to our offices in Quebec City and Montreal), depending on your preference.
  • Truly flexible schedule and the possibility of taking every Friday afternoon off.
  • Group insurance from day one (dental, medication, invalidity, travel, etc.).
  • Telemedicine service with Dialogue
  • Retirement plan with Wealthsimple after a year.
  • MacBook Pro and $750 allowance for your home office.
  • Tasty snacks (Fresh fruits, snacks, coffees, teas, etc.).
  • Generous referral bonus.
  • Whatever you need to keep learning and evolve professionally.
  • Rapid evolution in your role. Your responsibilities will not be limited
- _For employees based in Canada only._

  • Want to learn more about our culture? Click _HERE_._

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