Product Support Specialist

6 months ago


Vancouver, Canada Arlo Training & Event Management Software Full time

**Global tech company (B2B SaaS)**
- Be part of an innovative and fast-growing company
- Work with a team of friendly, passionate, and talented individuals across the globe
- Hybrid office and remote/WFH arrangement

Are you someone who loves a challenge, is highly motivated, and who wants to make a difference? Read on

**A bit about us**

We believe that human interaction is still at the heart of effective learning. Blending that philosophy with the latest elearning tech, Arlo is fast becoming the preferred solution of choice for commercial training providers globally.

Arlo has been developed as the definitive tool to run a training operation, helping our clients save time, grow sales, and transform the way their training is delivered. With customers in over 70 countries and processing over $1B since conception, Arlo is the realisation of that vision.

That success is put down to a combination of super-talented and passionate individuals, who never stop pushing the envelope, with the single-minded focus to make training management easy and accessible.

**What you’ll do**

As a Product Support Specialist, you will be one of our customer champions, with a full functional understanding of the Arlo product and a focus on how it operates and how our customers use it for their business operations. You will actively promote its use and improvement.

**Responsibilities**

You will be responsible for:

- Becoming a product expert
- Writing and maintaining online help articles
- Delivering end-user training (over Zoom and face-to-face)
- Engaging with customers to understand specific needs and devising appropriate solutions

**Experience & capabilities**

**Experience**
- 2+ years experience in customer support, pre-sales, or onboarding, preferably for a SaaS company
- Experience delivering end-user training
- Experience using Zendesk
- Experience dealing with integration tools like Zapier or Make would be a bonus

**Skills & qualifications**
- Excellent problem solving and analytical skills with an ability to think outside the box
- An ability to multi-task and effectively manage a number of tasks/priorities at one time
- Excellent verbal and written communication and interpersonal skills
- Comfort in a startup environment where you need to move quickly and wear many hats
- Results-driven mentality, self-motivated, enthusiastic with a “can do” attitude
- HTML, CSS, and/or Javascript troubleshooting skills would be a bonus
- Educated to degree level preferred but not essential

**Capabilities**
- Customer Focus
- Initiative
- Empathy
- Knowledge sharing
- Problem solving
- Teamwork

**Application requirements**

Please provide when applying:

- **Resume**

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

**Salary**: $43,000.00-$55,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Employee assistance program
- Paid time off
- Wellness program
- Work from home

Schedule:

- 8 hour shift
- Monday to Friday

Application question(s):

- Have you worked with Zendesk before? How many years of experience do you have using Zendesk?

Work Location: In person



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