Product Support Specialist

5 months ago

Waterloo, Canada GHD Full time

**Organizations don't innovate, people do.**

As part of our digital transformation business, you’ll help clients unlock innovation, embrace the future and change communities for good.

And we’ll help you stimulate new thinking, accelerate your career and connect you to projects that really matter.

Join our team of over 600 data scientists, design thinkers, immersive digital consultants, project managers and innovators, all working to create positive change for generations to come.

We are looking for a **Product Support Specialist **to join our team. Reporting to the Customer Support Manager, this role will be an integral part of the global Products and Platforms team for the GHD Digital business.

**About the job**:
As a Product Support Specialist you’ll be the face and the voice of our company, providing front-line support services to our clients. As the first point of contact for clients questions and concerns, you will deliver exceptional customer service while prioritizing, troubleshooting, resolving, and escalating tickets in line with our service desk procedures - and documenting information every step of the way.

This role revolves around the use of service desk tools, internal knowledge bases, external research (ie Google), getting your hands dirty trying out and testing solutions and workarounds in our software, and collaborating with internal teams. Your success will contribute to the overall team metrics for response and resolution SLA, and overall customer satisfaction and retention.

**About you**:
You love to help people and flex your problem solving skills, and you get _that thrill _from finding a solution to a problem. You’re a t ech-savvy power user who is highly comfortable in the digital landscape, and confident to learn-by-doing with new software. You’re a great listener and have high emotional intelligence. You have a positive outlook, a lot of patience and resilience, and are a supportive and collaborative team member. You enjoy working independently. Juggling shifting priorities comes easily to you and you thrive in a fast-paced environment.

**What you’ll do**:

- Build rapport and elicit problem details from service desk customers
- Prioritize incidents and service requests according to defined processes to meet defined SLAs
- Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution
- Escalate incidents with accurate documentation to internal escalation teams when required
- Follow up and make scheduled call backs to customers where necessary
- Reinforce SLAs to manage customer expectations
- Research solutions through internal and external knowledgebase as needed
- Identify and learn appropriate software used and supported at GHD Digital
- Test fixes to ensure an incident has been adequately resolved
- Contribute to customer knowledgebase as needed
- Provide suggestions for continual improvement
- Understand and follow business processes and procedures
- Stay current with product changes, and updates

**Your skills, experience and qualifications**:

- Minimum 1-3 years of experience in Customer service and support or similar role, ideally in a web-based software context
- Comfortable responding to and making phone or video calls to customers
- Able to communicate clearly and effectively, orally and in written format
- Active listening skills
- Multi-tasking capabilities
- Strong documentation skills
- A strong desire to learn
- Working knowledge of web browsers and their general functions
- Knowledgeable in ITIL Foundations principals
- Fluent in written & spoken English in order to provide excellent communication and client support

**We won’t complain if you also have**:

- Experience working with municipal and other public sector organizations in North America
- Proficiency in either Spanish or French languages
- Familiarity with the software development lifecycle and SaaS business operations
- Experience working with Jira, Confluence, HubSpot, or various digital task tracking tools

**Why GHD?**

Being the best we can be is in our culture.
We are a family of smart, innovative and creative problem solvers. In our employee-owned company, everything feels like it matters more. Challenge us and help us come up with new solutions to ensure water, energy and urbanization are made sustainable for generations to come.

**Our commitment to you**

Commitment is a powerful word that defines how we do business, how we serve our clients and how we care for one another. We will support your needs by giving you the tools to do your best work and then recognize achievements. We will set your curiosity free to allow brilliant minds to do their best work. We will invest in new ideas, removing barriers where we can. Finally, we will encourage you to collaborate with thousands of diverse people across our global business.

**Who we are**

We are committed to solvi

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