End User Support

4 weeks ago

Old Toronto, Canada Hour Consulting Full time

Our client, a leading player in the property tech sector, is seeking an End-User Support Specialist on the product team. We're looking for someone with a genuine passion for assisting users in troubleshooting and resolving issues while also being eager to contribute to the ongoing evolution of our product. If you're excited about making a meaningful impact on a technology-focused product revolutionizing the industry, we want to hear from you Join us and be part of the journey towards innovation and excellence.

Our client seeks a proactive and motivated End User Support Specialist who will be at the forefront of user satisfaction. Your main focus will be helping users troubleshoot and fix problems and playing a critical role by contributing insights to the product team to understand the users better. If you enjoy solving problems, working in a fast-paced environment, and creating great user experiences, we want to hear from you Join our client's team, and let's make a difference together

Join us for an exciting opportunity where you'll:

  • Deliver outstanding customer service to users of the app and web platform.

  • Provide technical support via email and ticketing system, troubleshooting effectively.

  • Identify and escalate technical issues to the technical / engineering team, including reproducing bugs and organizing necessary information for resolution.

  • Investigate user-reported issues to determine their scope and severity.

  • Categorize product inquiries and contribute to testing activities for product releases.

  • Analyze user feedback to extract valuable insights for the team.

  • Conduct user surveys to enhance understanding of customer needs.

  • Document features, best practices, and troubleshooting steps for easy reference.

  • Facilitate user interviews between product team and users with unique perspectives.

We're looking for candidates who:

  • Possess a knack for uncovering the root causes of problems.

  • Demonstrate empathy and understanding toward users.

  • Ability to use your intuition and problem-solving skills to find solutions

  • Apply logical thinking to assess issue severity.

  • Have a natural curiosity and a passion for learning.

  • Have experience in customer-facing roles, particularly in software, platform product or technical support.

  • Previous experience in a software company.

  • Exhibit adaptability and a desire to learn about evolving technical products.

What you can expect -

  • Health benefits including health, dental, life, virtual health care and travel coverage

  • A chance to work towards a fantastic mission of helping real estate investors, home buyers and sellers across Canada

  • Remote-friendly work environment: the ability to work from anywhere in Canada

  • Competitive compensation and generous vacation time

  • Continuous learning and growth culture with many opportunities to develop professionally

This is a full-time, permanent, remote position.

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