Product Support Specialist

3 weeks ago

Toronto, Canada Pigment Full time

**Our story so far...**

Pigment’s mission is to enable people and businesses to make better decisions.

Founded in 2019 by Romain Niccoli (ex founder and CTO of Criteo) and Eléonore Crespo (Index Ventures and Google), Pigment is a fast-growing international scale-up that raised $240M+ to become the central business planning solution powering Finance, HR, Sales, and Marketing decisions.

We serve fast-growing companies including Gong, Carta, Ledger, Deliveroo, Brex, Melio, and Spendesk to name a few

We have offices in Paris, London, New York and Toronto.

**What we do**

Pigment is a SaaS planning platform that enables any business to play with business data in a safe, fun and collaborative environment.

It is an intuitive platform, which anyone can use and understand, that allows leaders and teams to analyze all of their business data better and anticipate the impact of their decisions with unprecedented speed and flexibility.

Join a forward-thinking team (from Meta, Google, Criteo, Datadog and others) that likes to move fast, work smart and solve big challenges as a team on this exciting journey

**What you'll do**:

- You will help customers derive value from Pigment by being a product expert and problem solver - be it troubleshooting someone's modeling issues or reproducing a bug they experienced/reported.
- You are a true product expert who’s technically savvy to conduct investigations and an essential resource for your colleagues and customers.
- You will own Support tickets from Creation to Closure
- You’ll contribute to improving our processes and product, such as by transmitting customer feedback, suggesting efficiency improvements, and so much more.
- You take the initiative and love investigating and solving problems to answer questions. This is not basic customer support.
- You will strive for scale by building templates, processes and documentation, but know when to go the extra mile for the customer’s experience.
- You will work 1-week on-call covers of P1 tickets with additional compensation for the days covered, rotated between the team to a maximum of one week per month.

**Who you are**:

- You have a “can-do” attitude: you’re hands-on and a go-getter.
- You have excellent written and interpersonal skills.
- You have general technical know-how and an affinity for learning new software. You proactively communicate issues and FYIs so the team stays informed.
- You would describe yourself as independent, empathetic, and accountable.
- You have strong project management skills and ability to deliver on time.
- Comfortable working in a remote, fast-paced environment as part of an international team.
- You speak English to a professional proficiency.

**Helpful**:

- Knowing a thing or two about spreadsheets or business planning is beneficial.
- You don’t have to be a developer but having dabbled in HTML, CSS, SQL, APIs or Data Integrations would definitely be a big plus.
- Any financial qualification would be highly desirable (Payroll, Accounting, Financial Risk Management, Pensions etc)
- An additional European language is also great.

**What we offer**:

- Competitive package
- Equity
- Healthcare
- Brand new offices in the heart of Paris, London, Toronto, and New York
- HR Data Protection Notice_
- ._

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