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Product Support Specialist

2 weeks ago

Oakville, Canada ClubRunner Full time

**About ClubRunner**

We are on a mission to help membership organizations thrive with purpose-built software, and are looking for motivated and passionate people with a diverse range of talents to join our team. The company's growth offers long-term career and personal development opportunities for motivated and driven individuals.

**Day to Day Responsibilities**
- Respond to incoming customer tickets and calls
- Answer all product-related questions promptly
- Troubleshoot customer issues and research solutions
- Document, replicate, and submit any reported defects and bugs to the development team
- Foster strong customer relationships and guide potential and new customers through the adoption of the product via phone consultation, one-on-one training, and follow-up
- Provide training and demonstrations to customers through online webinars
- Assist in the production of training materials, help guides, video tutorials and other external documentation
- Maintain expertise in product in order to provide technically accurate solutions to customers and prospects
- Provide feedback and log requests for new features via tracking system
- Perform user acceptance testing within our software development lifecycle
- Conduct market research, analyze trends, perform product demonstrations, and offering recommendations to the team
- Plan and assist with new product releases and events
- Additional duties as required

**Knowledge, Skills, and Experience**
- 1+ year experience supporting a software-based product/service
- 3+ years of experience in customer service
- Post-secondary education or training in technical field is not required, but an asset
- Strong grasp of website design principles such as HTML and CSS, and understanding of website concepts such as domains, hosting, and browser support
- Strong communication (both written and verbal)
- Active interest and passion in technological trends
- Solid time-management skills to handle multiple projects and meet deadlines
- Strong analytical and technical skills
- Ability to work well in a remote team environment

**What We Offer**

We pride ourselves on modern technology and innovative products that enable our customers to thrive and achieve their goals. We empower every member of our team to strive for better solutions. We believe in open and transparent communication, being agile, and always thinking of the customer. Having a growth mindset and being open to feedback is a core value of our team.

We provide a company-paid competitive health and dental benefits package, paid time off, flexible work arrangements including remote, training opportunities, and more.

Our team enjoys:

- Remote Work
- Competitive salary and paid time off
- Comprehensive medical, dental, and vision benefits plan
- Life, disability and critical illness insurance
- Employee Assistance Program (EAP)
- Healthy work-life balance
- Friendly and supportive culture built on performance and merit
- Team and social events

**Accessibility and Inclusion**

As part of our commitment to inclusivity, diversity, equity and accessibility, our goal is a workforce that reflects the communities we serve. We welcome all qualified applicants to apply. We are proud to be in compliance with the Accessibility for Ontarians with Disabilities Act (AODA), 2005 and the Integrated Accessibility Standards Regulation. We are happy to honour accommodations at any part of the recruitment process and invite you to let us know how to help.