Product Support Expert

2 months ago

Toronto, Canada Firmex Full time

Firmex is a global software-as-a-service provider with corporate headquarters in Toronto, Canada. The company’s Firmex VDR service is the world’s most trusted virtual data room, having been used by over 140,000 companies worldwide to share confidential documents for due diligence, litigation and compliance.

Mission: We’re on a mission to become the number one virtual data room provider in the world, and thanks to our team, we’re well on our way. If you’re curious, motivated, love to solve interesting problems, and take pride in helping clients, we should talk.

When you join the Product Support Team you become part of the Firmex family. We have a thorough onboarding process that will teach you the ins and outs of our product, the potential pain points our clients may be facing and how to ensure they have the best user experience possible. Don’t worry if you haven’t worked in a tech environment before; the team is an amazingly talented group of people who are there to support you throughout your onboarding process and beyond.

**As a Product Support Expert, you will**:

- Handle professional service requests; sometimes our clients require hard copies of their data for their records.
- Be detail-oriented and curious; asking great questions & showing initiative leads to continuous learning opportunities here at Firmex.
- Advise our technical development team of possible bugs & client product requests; you’ll help us make data-driven decisions to drive our business forward.
- Participate in our work from home on-call rotation; you will be compensated for your additional efforts in providing our clients with the 24/7 service they depend on.

**What you'll need to be successful as a Product Support Expert**:

- Love helping others through active listening, problem-solving and empathetic interactions.
- Are technologically literate and enjoy learning about new software.
- Exercise excellent written and verbal communication skills.
- Have the ability to multitask and are highly organized.
- Like to take initiative and demonstrate analytical decision-making skills.
- Note: The “Core Duties” is a summary of the duties that are essential to this role and is not an exhaustive list. Firmex reserves the right to add or amend duties as necessary.

At Firmex, we’re successful because we care about our clients, and our team members share our core values of humour, success, respect and collaboration. We know that success is derived from motivated people who take pride in building a business that makes a difference.

Firmex is an equal-opportunity employer strongly committed to diversity and inclusion. If this looks like a great opportunity for you, please apply

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