Product Support Specialist

2 weeks ago

Markham, Canada ScalePad Full time

We're Hiring

We're looking for brilliant thinkers to join our #Rocketeers. If you've ever wondered what it's like to work in a place where people enjoy their work and where talent is more important than the title, then keep reading.

What is ScalePad?

ScalePad is a market-leading software-as-a-service (SaaS) company with headquarters in 3 major cities of Canada; Vancouver, Toronto and Montreal. However, we are proud to say our employee reach is now global so we can best serve our partners all over the world.

You can contribute to our innovation and appreciate how your work is helping take this company to a higher level of operational maturity. More on that here.

Your mission should you choose to accept it.

We are looking for a Product Support Specialist to take our Cognition360 product to the next level. If you’re a strong problem solver, a fast researcher, constantly curious, and can’t stand users having anything less than a stellar experience, we want to hear from you

This is *not* your typical help desk job. Instead, this is a diverse, rewarding, and career-defining opportunity to go much further. As a Product Support Specialist, this makes ScalePad's job offering so unique:

- Our users are highly-skilled IT companies (no need to explain the right mouse button).
- Our products are developed to be intuitive to use. Bugs are squashed as soon as (or before) they appear.
- We have a very modern approach to support, keeping it very friendly and personal.

Responsibilities.
- Spend time interacting with users to solve challenges and educate on the Cognition360 product.
- Optimize internal documentation and processes.
- Gain unique insights into the inner workings of an MSP by working closely with CEOs and other executives to help them report on all aspects of their businesses.
- Work closely with our Sales and Adoption teams to provide technical/product expertise.
- Work closely with Product Management and Engineering teams to report and champion the resolution of bugs.
- Drive adoption of the ScalePad products through your interactions with users.
- Document features and best practices, organizing them for discoverability and maintaining quality.
- Dream up and implement new ways to deliver, author, and interact with external technical content.

Qualifications.
- You have 1+ year of experience in a customer facing Product Support, Technical Support, or Helpdesk role.
- You have experience as an administrator of an MSP PSA tool. ConnectWise PSA preferred, but Autotask PSA, Kaseya BMS, Pulseway PSA, etc. would be valuable too
- You have worked in the MSP industry.
- Have exceptional verbal and written communication ability (you need to be fluent and highly proficient in English).
- Can empathize with users and quickly grasp the issues they’re facing.
- Enjoy talking about technical concepts, have great analytical skills, and be comfortable explaining technically complicated topics simply and elegantly, even in challenging situations.
- Enjoy the puzzle of solving open-ended problems.
- Are adaptive and have no problem constantly learning about a changing technical product, even when it’s a little out of your depth.
- Are creative, collaborative, optimistic, communicative, intellectually curious, and clever.
- Able to quickly iterate and improve as a perpetual learner and teacher.
- Pay incredible attention to detail.
- Have a proven ability to multitask, stay organized and work rapidly in time-critical situations.

Bonus marks
- You have experience within SAAS for the MSP industry or similar IT organizations.
- You have experience with data analysis and reporting.
- Proficiency with SQL.
- Power BI experience.

Perks, Perks, Perks.
- Mentorships by industry veterans with a 100% track record of industry success in funding and scaling software companies creates endless career opportunities
- Training and professional development budget provided to help advance your career and skills (available every year to every employee)
- World-class offices and facilities in downtown Vancouver, Toronto and Montreal, for locals seeking a hybrid experience
- Brand new, top-of-the-line hardware, and equipment providing an ideal working environment either at home or in the office
- A top of the line benefits package
- Monthly stipend to assist with creating the best hybrid work experience.
- Employee Stock Options provided to all eligible employees

Work-life balance.

We love our #Rocketeers We value their work and recognize that to be a great #Rocketeer you have to have a work-life balance. Our teams work on a hybrid model. This may mean working in one of our hub offices a few set days a week with your team or working remotely, whichever is deemed most beneficial for the success of the employee and specified role. Our goal is to provide the best work-life balance, whether that is in the office or at home.

Even while working remotely our teams are dedicated to staying connected throughout the day, so there

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