Saas & Data Technical Support Specialist

3 weeks ago

Toronto, Canada Psiphon Inc Full time

**About Psiphon Inc.**

With over 200 million downloads, Psiphon’s mission is to enable secure, fast, and resilient access to the Internet regardless of location. As the global leader in anti-censorship technology, Psiphon’s tools are used by some of the largest commercial and media organizations in the world. Headquartered in Toronto, and staffed by an agile, research-driven team of software, network, and data management engineers, Psiphon works to keep people connected wherever, and whenever it’s needed around the globe.

**Position Description**
The SaaS & Data Technical Support Specialist is responsible for supporting Senior Account Managers through:
1) Tracking and proactively providing service delivery and account management updates, including receivables, across the client portfolio;
2) Tracking revenue, service delivery and account management progress against business objectives, and communicating these across internal and external teams;
3) Analyzing data to find and communicate insights to improve campaign deliverability and performance as well as advance product and marketing objectives;
4) Interpreting business requirements to design solutions, and ensure the delivery of high quality client experiences;
5) Assisting in the identification and documentation of new opportunities as these arise during client engagement;
6) Supporting the implementation of Psiphon’s product and service portfolio as appropriate and directed by Account Managers;
**The SaaS & Data Technical Support Specialist is responsible for developing a deep understanding of**:
1) The Account Management Team’s client portfolio (Government, Media, Commercial) and their specific needs;
2) Psiphon’s products and service portfolio and their objectives, contexts, features, functions, scope, and pricing;
3) Psiphon’s implementation and service delivery toolkits and methodologies;
4) Psiphon’s data and analytics toolkits and methodologies.

Ultimately, the role of the SaaS & Data Technical Support Specialist is to support the Account Managers as needed, while developing the deep knowledge and skills over time to move to more senior positions within Psiphon as appropriate, and as needed. This is a growth-oriented position within a growth-oriented company.

**Qualifications**:
**Required**:

- Undergraduate degree in Business, Marketing, Computer Science, or related field
- Outstanding verbal and written communication, with the ability to tell a story with data and adjust communication according to audience’s understanding
- History of strong client interaction, including developing shared business goals, and a commitment to building strong client relationships
- Hands-on experience with online monitoring and web analytics tools such as Google Analytics, AEC, AT Internet, Chartbeat, etc.
- Proficient in data visualization tools and techniques such as Tableau, PowerBI, Excel, Google DataStudio, etc.
- Comfortable working with cloud-based tools for project collaboration such as Asana, Slack, Figma, etc.
- 1-3 years work experience in the following roles: business analyst, account manager, business development, digital marketing analytics, customer/technical support

**Preferred**:

- Demonstrable experience designing and implementing successful digital marketing campaigns and programs
- Comfortable designing, building, and maintaining digital analytics dashboards using data visualization tools to systematically analyze traffic trends
- Experience with requirements elicitation and analysis, documentation, functional specifications that detail data and analytics requirements from both a business and technical perspective
- Programming/coding skills in Python and/or SQL
- Written/spoken proficiency in a second language (eg. Russian, Farsi, Arabic, Mandarin, Spanish, etc.)
- A commitment to business development and organizational growth, and the ability to create and refine business processes.

Please include resume and cover letter as a.pdf

**Job Types**: Full-time, Permanent

**Salary**: $70,000.00-$75,000.00 per year

**Benefits**:

- Casual dress
- Dental care
- Extended health care
- Paid time off
- RRSP match
- Vision care
- Work from home

Schedule:

- 8 hour shift
- Monday to Friday

Ability to commute/relocate:

- Toronto, ON: reliably commute or plan to relocate before starting work (required)

Application question(s):

- Do you have hands-on experience with online monitoring and web analytics tools such as Google Analytics, AEC, AT Internet, Chartbeat, etc.?
- Are you proficient in data visualization tools and techniques such as Tableau, PowerBI, Excel, Google DataStudio, etc.?
- Are you comfortable working with cloud-based tools for project collaboration such as Asana, Slack, Figma, etc.?

**Education**:

- Bachelor's Degree (required)

**Language**:

- Spanish, Persian, Russian, or Mandarin (preferred)

Work Location: In person

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