Product Support Specialist

1 week ago

Toronto, Canada Mavencare Full time

**Job Title**: Product Support Specialist**

Interested in leveraging your skills and passion to change the lives of your parents, grandparents and loved ones needing home care? At Mavencare, we believe that all seniors should be able to age in the comfort of their own homes. Mavencare is a fast-growing, entrepreneurial, home care technology company with the goal of connecting compassionate caregivers with clients seeking home care.

We are obsessed and passionate about all things home care and technology and are on a mission to deliver a healthier, more meaningful home care experience. Join our trusted and knowledgeable team by offering your skills to improve the lives of our rapidly growing seniors’ population.

**Position Summary**:
An exciting opportunity to learn and contribute to both the Product Support Team. If you are a tenacious problem solver, detail oriented, organized and are passionate about innovating, this may be the role for you.

The Product Support Specialist is an essential part of the Product Support Team and is responsible for investigating and recreating issue reports, supporting end-users in effectively using features, assisting the Implementation Team with customer support, and helping developers in diagnosing issues. The Product Support Specialist acts as a bridge between the Implementation Team and the Development Team. Both of these roles are essential to ensuring that our customers can run their operations smoothly and are satisfied with their experience, and that product quality is maintained and improved. The Product Support Specialist will have the opportunity to interact with cross-functional teams, make crucial day-to-day decisions about the product, and learn about many different aspects of product and IT management.

**Duties and Responsibilities include**:

- Investigate issue reports from customers and communicate status updates to customers.
- Reproduce bugs, and provide insights for the development team to resolve them.
- Provide temporary or long-term solutions without the need for engineers to be involved.
- Advise customers and the Implementation Team on how to effectively use the product.
- Provide feedback to the Product Team on what features or enhancements may improve the product.
- Meet with users (typically Mavencare operations) to gather requirements.
- Enter product requirements and defects into JIRA.
- Follow up with the Product Team regarding prioritization and resolution of JIRAs.
- Participate in NPI (new product introduction) meetings.

**Requirements**:

- Detail and results-oriented, self-motivated and persistent.
- Excellent interpersonal and communication (verbal and written) skills.
- Demonstrated analytical, problem-solving and decision-making skills.
- You enjoy a challenge, are curious and love innovating new things, are passionate about finding solutions, take ownership, and are a team player.
- Experience with Jira Service Management is strongly preferred.

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