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Product Support Specialist

4 weeks ago

Edmonton, Alberta, Canada Jobber Full time
Does your definition of success mean empowering others?

Then you should consider joining Jobber We're looking for a Product Support Specialist to be part of our Customer Success department.

Jobber exists to help people in small businesses be successful. We work with small home service businesses, like your local plumbers, painters, and landscapers, to transform the way service is delivered through technology. With Jobber they can quote, schedule, invoice, and collect payments from their customers while providing an easy and professional customer experience.

Our culture of transparency, inclusivity, collaboration, and innovation has been recognized by Great Place to Work, Canada's Most Admired Corporate Cultures, and more. Jobber has also been named on the Globe and Mail's Canada's Top Growing Companies list, and Deloitte Canada's Technology Fast 50, Enterprise Fast 15, and Technology Fast 500 lists.

The team:

If our company values were a department, they would be the Customer Success department; they are humble, supportive, and truly care about making sure our customers are successful in Jobber.

The role:

Our Product Support Specialists are the foundation to Jobber's success. We have a strong focus on our customer, and this role will work with our hundreds of thousands of users to provide an award-winning level of customer service. Using live chat, phone, or email, you will assist users in understanding the newest features, help with functionality and custom workflows, problem solve issues, or accept feedback.

The Product Support Specialist will:

- Respond to inquiries that encompass the entire Jobber ecosystem from new and existing customers through live chat, phone, or email.
- Troubleshoot issues or problem solve questions that customers may have about a feature, bug, or workflow.
- Maintain high channel productivity across our different mediums.
- Be a liaison for customer feedback to product and technical teams.
- Participate in onboarding new users and companies, support current customers, host webinars, reach out for feedback, and maintain our great documentation.
- Build a knowledge base of FAQs and document all feedback and recommendations from our customers, ensuring the integrity of that data to help shape future decisions.

To be successful, you should:

- Be the ultimate people person Whether you're a barista at a coffee shop, a server in a popular restaurant, or a retail star - if you love working with people, you'll be great in this position.
- Be agile and adaptable to solve problems quickly. We're growing fast and things are changing every day - both in our product and in our process.
- Be empathetic to our customers' journeys. Our biggest priority is to support our customers, so you need to be comfortable and confident diving into their issues.
- Be clear and effective in interactions with our customers over the phone.
- Be able to craft professional and empathetic responses to customer inquiries via email and chat.
- Be curious. Asking questions and probing is essential in this role.
- Be incredibly reliable for our customers and the rest of the success team.
- Be resilient in the face of adversity.
- Be confident with technology.

Please note: To best help our customers, we're looking to ensure we have coverage across all our hours and days we're open, which is Monday to Thursday from 6 am MT to 8 pm MT, and Friday to Sunday from 6 am MT to 6 pm MT. This role requires a non-standard shift of Tuesday to Saturday 8:00 am to 5:00 pm MT.

The Interview Process:

1. Step 1: We'll review your application
2. Step 2: Initial conversation with TA
3. Step 3: Team Interviews
4. Step 4: Senior leadership interview
5. Step 5: Offer

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