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Product Support Specialist
2 months ago
ClubRunner is a leading provider of membership management software for non-profit service clubs and associations. Our comprehensive solution encompasses a range of features, including membership management, content management, event management, registration, email campaigns, and more.
We pride ourselves on leveraging cutting-edge technology to deliver innovative solutions that meet the evolving needs of our customers. Our commitment to exceptional customer experience is reflected in our mission to empower membership organizations to thrive.
Job SummaryWe are seeking a highly motivated and passionate Product Support Specialist to join our Customer Success team. As a key member of our team, you will play a vital role in ensuring our customers achieve their goals by providing top-notch technical support and guidance.
Key Responsibilities- Technical Support: Respond to customer inquiries and resolve technical issues in a timely and professional manner.
- Product Expertise: Maintain in-depth knowledge of our membership software and provide expert guidance to customers on its features and functionality.
- Customer Engagement: Foster strong relationships with customers through regular communication, training, and support.
- Issue Resolution: Troubleshoot and resolve customer issues, documenting and submitting defects and bugs to our development team as needed.
- Training and Development: Provide training and demonstrations to customers through online webinars and one-on-one sessions.
- Documentation: Assist in the creation of training materials, help guides, video tutorials, and other external documentation.
- Feedback and Improvement: Provide feedback and log requests for new features via our tracking system.
- Testing and Quality Assurance: Perform user acceptance testing within our software development lifecycle.
- Market Research and Analysis: Conduct market research, analyze trends, and provide recommendations to the team.
- Event Planning: Assist with planning and executing new product releases and events.
- 1+ year experience supporting a software-based product or service.
- 3+ years of experience in customer service.
- Post-secondary education or training in a technical field is an asset.
- Strong grasp of website design principles, including HTML and CSS, and understanding of website concepts such as domains, hosting, and browser support.
- Strong communication (both written and verbal) and analytical skills.
- Active interest and passion in technological trends.
- Solid time-management skills to handle multiple projects and meet deadlines.
- Ability to work well in a remote team environment.
We provide a competitive salary, comprehensive benefits package, paid time off, flexible work arrangements, and opportunities for growth and development. Our team enjoys a healthy work-life balance, a friendly and supportive culture, and a range of team and social events.
