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Product Support Specialist/ Help Desk Technician

2 weeks ago

Vancouver, Canada ScalePad Full time

We're Hiring

We're looking for brilliant thinkers to join our #Rocketeers. If you've ever wondered what it's like to work in a place where people enjoy their work and where talent is more important than the title, then keep reading.

What is ScalePad?

ScalePad is a market-leading software-as-a-service (SaaS) with headquarters in Downtown Vancouver, BC, and a development studio on the Plateau in Montreal, QC.

Our success is no accident: Our award-winning platform strengthens connections between Managed Service Providers (MSPs) and their clients. Trusted by more than 10,000 MSP partners worldwide, ScalePad’s innovative asset lifecycle management and backup monitoring apps —- Lifecycle Manager & Backup Radar —-deliver actionable insights that lead to enhanced service delivery through automated data collection and analysis.

You can contribute to building something amazing and appreciate how your work is helping take this company to a higher level of operational maturity. More on that here.

Your mission should you choose to accept it.

We are looking for a **Product Support Specialist/ Help Desk Technician** to take our successful offering to the next level. If you’re a strong problem solver, a fast researcher, constantly curious, and can’t stand users having anything less than a stellar experience, we want to hear from you

This is *not* your typical help desk job. Instead, this is a diverse, rewarding, and career-defining opportunity to go much further. As a Partner Success Specialist, this makes ScalePad's job offering so unique:

- Our users are highly-skilled IT companies (no need to explain the right mouse button).
- Our app is developed to be intuitive to use. Bugs are squashed as soon as (or before) they appear.
- We have a very modern approach to support, keeping it very friendly and personal.

Responsibilities.
- Optimize documentation and processes that instigate changes to help scale.
- Gain unique insights into how tens of thousands of IT professionals operate.
- Work closely with our internal Partner Development Executives to provide technical/product expertise.
- Work closely with Product Management and Engineering teams to report and champion the resolution of bugs.
- Drive onboarding/adoption of the platform through your interactions with users.
- Champion our products by writing technical tutorials, publishing articles, and building inspiring demos.
- Document features and best practices, organizing them for discoverability and maintaining quality.
- Dream up and implement new ways to deliver, author, and interact with technical content.

Qualifications.
- Have exceptional verbal and written communication ability (you need to be fluent and highly proficient in English).
- Can empathize with users and quickly grasp the issues they’re facing.
- Have a good understanding of various IT concepts
- Enjoy talking about technical concepts, have great analytical skills, and be comfortable explaining technically complicated topics simply and elegantly, even in challenging situations.
- Enjoy the puzzle of solving open-ended problems.
- Are adaptive and have no problem constantly learning about a changing technical product, even when it’s a little out of your depth.
- Are creative, collaborative, optimistic, communicative, intellectually curious, and clever.
- Able to quickly iterate and improve as a perpetual learner and teacher.
- Are proficient in basic HTML and Markdown.
- Have a strong general knowledge of software development.
- Have a strong sense of time management.
- Pay incredible attention to detail
- Have a proven ability to multitask, stay organized and work rapidly in time-critical situations

Perks, Perks, Perks.
- Work with Top Down, in a collaborative work environment with cross-functional teams, amongst multiple, rapid-growth SaaS companies at varying stages of growth
- Mentorships by industry veterans with a 100% track record of industry success in funding and scaling software companies creates endless career opportunities
- Training and professional development budget provided to help advance your career and skills (available every year to every employee)
- World-class offices and facilities in downtown Vancouver and Montreal, for locals seeking a hybrid experience
- Brand new, top-of-the-line hardware, and equipment providing an ideal working environment either at home or in the office
- A top benefits package including 100% extended health and dental
- Monthly stipend to assist with creating the best hybrid work experience.
- Employee Stock Options provided to all eligible employees

Work-Life Balance.

We love our #Rocketeers We value their work and recognize that to be a great #Rocketeer you have to have a work-life balance. Due to COVID-19 we have moved our teams to a hybrid model. This means the option to work in our Vancouver or Montreal offices, or work remotely, along with all the perks available to you for the ultimate work-life balance.

If you prefer