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Product Support Specialist

2 months ago

Kitchener, Ontario, Canada iGUIDE® Full time
{"h1": "Product Support Specialist", "p": "At iGUIDE, we're building a customer-centric culture, and we're looking for a highly motivated and proactive Product Support Specialist to join our Technical Support team.

As a Product Support Specialist, you will be an integral part of our Help Desk system and phone calls (inbound and outbound). Your primary mission will be to ensure our customers' success and satisfaction through prompt and personalized support.

Key Responsibilities:

* Respond promptly to customer inquiries and troubleshoot hardware, software, and portal issues.
* Maintain high levels of customer satisfaction through attentive and personalized support.
* Build and maintain knowledge base articles, FAQs, and other supporting documentation.
* Analyze support portal data to create knowledge-base articles or canned responses proactively.
* Perform other duties as necessary, including special projects that contribute to team and customer success.

Requirements:

* Proven experience in a Product Support or Technical role within a technology company.
* Sound judgment to escalate issues to senior members within the team.
* Collaborate cross-functionally with internal teams, including Customer Success, Sales, Product Management, Engineering, and Drafting (professional services), to ensure alignment and provide a cohesive customer support experience.
* Knowledge of help desk management software tools and CRM systems.
* Excellent written, oral, and telephone communication skills and the ability to communicate in user-friendly language and build strong relationships with customers.
* Ability to work in the Waterloo office Mon-Fri with hybrid possibilities after probation.
* Permanent Resident or Citizenship:

Initial conversation with the Manager, Product Support

Technical Capability test is sent to you for completion

Interview with the Product Support Manager & Recruitment Manager

Planitar is an equal opportunity employer and values diversity in the workplace. We encourage applications from all qualified individuals regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or veteran status.", "lang_code": "en-US"}