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Product Support Associate

4 weeks ago

Toronto, Ontario, Canada Float Financial Solutions Inc. Full time
About Float

Float is a leading Canadian fintech company that provides innovative smart corporate cards, bill pay, and spend management solutions to businesses. Our team is passionate, vibrant, and entrepreneurial, with executives from top tech companies.

Job Description

We're seeking a skilled Product Support Associate to join our team. As a key member of our Product team, you will deliver exceptional customer service, product education, and software troubleshooting to our customers.

Key Responsibilities
  • Deliver award-winning product support, product education, and bespoke solutions for our customers.
  • Troubleshoot and resolve technical issues over chat, email, and phone regarding Float's software integrations and issues related to 2FA, multi-entity logins, browser resets, and IP firewalls.
  • Document and track customer issues and resolutions using reporting and analytic tools (Zendesk, Hubspot, Linear, and Metabase).
  • Action and summarize insights from data using SQL, Google Sheets, and Metabase as well as via partnerships with the Data and RevOps teams.
  • Propose solutions to customer issues and collaborate with Sales, Engineering, and Product to implement them.
  • Act as a spokesperson for customers before major releases, anticipating specific user-impacting issues.
  • Collaborate on internal knowledge playbooks (in Notion) and our external-facing help center (on Zendesk). Regularly update and audit databases based on business needs.
  • Work on special projects cross-collaboratively to help work towards our company mission.
Requirements
  • Proven experience in a customer-facing role with a track record of delivering exceptional customer experiences.
  • Ability to solve complex problems and troubleshoot technical issues.
  • Strong data analysis and visualization skills, with experience using tools like Google Sheets and Metabase.
  • Excellent written and verbal communication skills, with the ability to summarize and document customer issues in a clear and concise manner.
  • Flexibility and reliability, with the ability to work evenings and weekends as needed.
What We Offer
  • Competitive compensation and total rewards package.
  • Opportunity to work with a world-class team and make a meaningful impact on our company's mission.
  • A personal Float card with a monthly stipend to spend on what matters most to you.
  • A dog-friendly office environment.